Last month, Miami International Airport received a heartfelt message from a passenger who praised Envoy Air wheelchair attendant Aura Cubillos for assisting her during what began as a stressful travel experience.
Because her arrival from St. Thomas was delayed, the 81-year-old passenger and her carry-on pet missed her two connecting flights from MIA, leaving her in a challenging situation. Despite the circumstances, Aura’s calm demeanor and unwavering compassion made an impression on the passenger.
Instead of choosing the easy solution, Aura personally escorted the passenger and her pet to multiple gates to explore possible flights and ultimately accompanied them to the rebooking area. Aura stayed with the passenger until she was successfully rebooked to Dallas-Fort Worth that same evening, which allowed her to catch a connecting flight to Santa Fe early the next morning and avoid an overnight stay in Miami.
“I realize this is her duty, but it really impressed me that Aura didn’t just shrug her shoulders and take the easy solution for me to stay overnight at MIA,” said the passenger. “That would have eaten up another long day. Yes, it’s part of the job, but I appreciate the personal effort she put into it.”
Because Aura turned a difficult day into a manageable one and left a lasting impression of care, empathy, and the “I Am MIA” mindset for customer service, she was named MIA’s October 2025 Employee of the Month.
‘;