Ring Reunion: United Reps Deliver Valentine's Day Surprise - United Hub

Ring reunion: United reps deliver Valentine's Day surprise

By Ryan Hood

Megan Hansen grabbed the hand bag under her seat, looking to put away her book. Instead, she found a gut-wrenching problem. Her engagement ring wasn't on her finger. Barely two months after her now-fiancé, Philip Walker, had placed it there, it was gone.

"I was an absolute wreck," Hansen says. "My parents, sister and her boyfriend were traveling with us and their support helped a lot, but I was pessimistic. It's a really nice diamond ring, so I thought there's no way someone would turn it in."

Making matters worse, after searching the United plane the group flew to John Wayne Airport to no avail, Walker admitted he hadn't insured the ring. Thursday was not exactly a magical start to a long weekend with family at Disneyland.

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Cheryl Searle can illuminate an entire terminal with her infectious positivity and never-ending desire to put smiles on customers' faces. A senior supervisor for United Airlines at its Denver International airport, Searle was particularly chipper when she showed up to work, since she was planning to celebrate Valentine's Day by surprising customers with goody bags full of sweets.

A couple hours into the work day, a coworker told her about an engagement ring that'd been recovered near Gate 33. A missing item claim had been filed, a match found, and customer confirmed. The customer would be flying back to Denver on Sunday.

'Happy ending, but we can make it an even happier ending,' Searle thought to herself.

After getting the green light from her boss, Searle and customer service representative Nancy Swingle boarded the next United flight to Orange County, California to make a surprise Valentine's Day delivery.

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Hansen woke up distraught Friday morning. She hadn't heard from anyone about the ring and she was convinced she'd never see it again. Her finger felt empty, so she googled potential replacements she could buy herself. Hansen's mother, sensing her daughter's heartbreak, bought a ring from the Disney store so that Megan could have something on her finger again.

That placeholder helped, and the family headed into Disneyland. While at the Star Wars: Galaxy's Edge area, Hansen got an incredibly uplifting call: her ring had been recovered at the Denver airport, and United would hold on to it for her to pick up on Sunday.

"United made my Valentine's Day," a relieved Hansen exclaimed. Shortly after, her fiancé's phone rang. Cheryl Searle was on the other end.

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Everyone knew, except for Hansen. Even Mickey and Minnie Mouse. Searle and Swingle, with the help of Disneyland, Hansen's fiancé and her father, had devised a ring reunion plan for Friday night's fireworks show. Hansen and family arrived for the show and went directly to a VIP viewing area.

"Weird, but my Mom must have talked our way into here, since that's something she'd do," Hansen recalled thinking. A few minutes later, Searle and Swingle approached Hansen, in the shadow of Sleeping Beauty Castle. "I thought they were Disney employees," Hansen said. "I'm thinking to myself, 'Oh no, what did I lose now? Did I leave my wallet somewhere?'" Then Searle revealed a small box in her right hand.

"We know you are already in the happiest place on earth," Searle told her, "but we think we are about to make you just a little bit happier."

United reps pictured returning engagement ring to customers, Megan and Phillip. Cheryl and Nancy pictured with Megan and Phillip at Disneyland

Searle handed the ring to Walker, who got down on one knee and re-proposed. Those nearby cheered, thinking they'd just witnessed the couple get engaged. Disney arranged for Mickey and Minnie to pay the family a visit, too.

"I have so much gratitude for Cheryl, Nancy and everyone else at United who was involved with this truly surreal experience," Hansen said. "They took what was this highly stressful, awful moment in my life and turned it into a great experience and made me feel like I truly mattered. And that's special."

For Searle, Swingle and their United colleagues in Denver, it was mission accomplished.

"Customer Service is all about doing the right thing and taking care of our customers like we would want someone to take care of our own family," Searle said. "I felt utter pride knowing that her ring was home with her, where it belonged, especially on Valentine's Day.

"Seeing the reunion unfold, from the planning phases to the deployment, it gave all of us reason to believe in happy, fairytale endings. Dreams do come true."

United Cargo operates more than 11,000 cargo-only flights in one year

By The Hub team, March 19, 2021

On March 19, 2020, United operated its first flight carrying cargo without passengers on board. While the passenger cabin was empty, its cargo hold was completely full, carrying more than 29,000 pounds of commodities from Chicago O'Hare International Airport (ORD) to Frankfurt Airport (FRA).

A year later, United Cargo has operated more than 11,000 cargo-only flights carrying more than 570 million pounds of freight. To support the COVID-19 pandemic recovery efforts, United Cargo has also transported more than 113 million pounds of medical and pharmaceutical products on both cargo-only and passenger flights as well as approximately 10 million COVID-19 vaccines, providing global communities access to the items they have needed most.

10 tips for spring travel

By The Hub team, February 24, 2021

Whether you haven't flown with us for a while or just need a quick refresher before your spring trip, read this list of tips to know before your flight and arrive at the airport travel-ready:

1. Download the United app for contactless bag check, travel assistance and more

Before your flight, download the United app to view your flight status, check in, sign up for flight notifications, locate departure gates, access our free personal device entertainment when available and more. We've also updated our app with new features that can make your trip a little safer, including contactless bag check.

Don't forget to use Agent on Demand for help with any and all questions you may have before your flight. This new capability is available at all our U.S. hub airports and allows you to use your own mobile device to contact a customer service agent via phone, video or chat to help with day-of-travel questions while you're at the airport. Learn more about Agent on Demand here.

United joins UNICEF COVAX initiative

By The Hub team, February 19, 2021

This week, we were honored to become the first U.S. airline to join the UNICEF Humanitarian Airfreight Initiative to combat the COVID-19 pandemic by transporting the vaccine and other critically needed supplies to underserved areas of the globe.

"We are committed to helping the global community in any way we can, and we all must work together to do our part to bring this health and humanitarian crisis to an end," said Director of Cargo Specialty Products Manu Jacobs.

We will leverage our expertise to transport these critical pharmaceutical and healthcare shipments around the world safely, efficiently and expediently. We are proud to partner with the United Nations to support this global effort and provide equitable access to COVID-19 vaccines.

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