As my husband and I kicked off our 15th anniversary trip to Greece, we encountered frustrating delays on our United Airlines flight from MCI to EWR. Concerned we might miss our connection; I explored backup options and booked a potential alternative through Southwest. When further delays seemed inevitable, I sought out an Agent for advice and met the incredible Katrina. Overwhelmed and near tears, I was immediately comforted by Katrina’s empathy and professionalism. She reviewed multiple flight paths that could get us to EWR in time. Not only did she rebook us on an earlier flight, she also ensured we could carry on our luggage, avoiding any additional wait times. Her kindness and efficiency transformed a stressful situation into a manageable one, and her outstanding service profoundly impacted the start of our special journey. Customer Service often feels like a lost art, but Katrina truly embodies it. She’s a treasure. Whenever my husband and I fly from MCI, we make it a point to find Katrina for a quick hug. Thank you, Katrina, for going above and beyond!