Sarah Rowan, 27, was manning the customer call centre of Southwest's Pittsburgh office when she received a distressed call in the evening from a passenger who had lost her luggage.
On the line was Stacy Hurt, who had just flown into Pennsylvania from Nashville to make it to her chemotherapy appointment the next morning.
Thought the night was getting late, Rowan promised to locate the luggage by morning. "My world was rocked".
Packed away inside the bag was medication Ms Hurt takes to ease the side effects of chemotherapy.
Panic set in when a local woman lost her luggage with items she needs for chemo.
"Just a lot of things that were very important to me and comforting to me going through this process", she said. "You can't control cancer so you control the things you carry with you for good luck and make you feel safe".
Stacy said Sarah's father passed away from colon cancer, so they have that connection.
Stacy sobbed when she saw her missing suitcase and what this stranger did on her own time to ensure that her personal belongings arrived before her treatment. While the airline told her that her luggage would arrive with her original flight, that didn't happen, as the flight was canceled because of a maintenance issue.
Rowan assured Hurt that she would keep her updated on the luggage and she was aware that if the piece did not come before 1.30am, it would miss the last courier and not reach Hurt until after her appointment at 9am. That's when Sarah personally drove to Hurt's home at 3 a.m. and left the luggage on her doorstep with a note that read "Sorry for the delay getting your bag to you". She searched around her auto and found a crumpled up piece of tissue and wrote Hurt a message and placed it in the bag.
'I sort of panicked, ' Hurt said to ABC news. She wanted to wear the T-shirt to the chemotherapy treatment.
"We are very proud of Sarah's kind, compassionate actions that represent the best of Southwest Hospitality and the legendary customer service that our wonderful employees aim to deliver every day", a company spokesman told HuffPost in a statement. "Who does this type of thing?"
"Being in the presence of her handsome spirit was awesome", Hurt says.
To Rowan, the feeling is mutual.
"She's a special humam being, I've said it I know to everybody but I just can't say it enough, I mean she's one in a million".
Sharing the story of Rowan's act of kindness was something Hurt felt compelled to do: Doing so may show her fellow cancer warriors that there are good people like Rowan who have their backs. "Sarah embodied their corporate culture and carried that even a step further with what she did to help and encourage me", she said. "That's why I'm still here".