“I made plans to travel to Los Angeles from Baltimore to await the birth of my first grandchild, which was happening the next day. When I checked in, I found my flight was canceled and all subsequent flights were full. After hearing my desperation, Frances came to see if she could assist. After unsuccessfully trying to find me a seat, she suggested I try other airlines, while assuring me she would continue looking. We exchanged cell phone numbers, and after an hour, I did find a seat on another carrier at roughly twice the price. As I was about to check in, Frances called! She had found a seat for me, saving tons of money. I canceled my reservation and rushed back to her counter. Frances patiently waited until my composure returned—thanks to her calming words and reassuring smile. I learned she had checked every two minutes until spotting a flight that would ensure my arrival before the birth of the baby. This she did during her break and while checking in other travelers. I asked Frances how I could thank her. She said, “Let me know you arrived safely and that the baby and your daughter are fine.” I later sent pictures of my beautiful grandson. Her professionalism, compassion and kindness impacted my entire family.”