Published the week of 6/5/05

Dashing down a long airport corridor, we encountered an unexpected, deeply appreciated act of kindness. It was a forceful reminder for all of us who work with youngsters, parents and educators that being goodhearted can be just as important as being competent.

A friend and I were at the end of a 3-day business trip to Arizona and New Mexico. Thunderstorms delayed our plane from Albuquerque to Denver, where we were supposed to catch a flight back to Minnesota.

Making a particular flight meant the difference between arriving home about 9:30 PM, or after midnight.

We ran down a corridor that seemed to go on and on, and arrived at the gate. Big frustration. Four minutes remained before the plane was due to leave. But the door was closed, no one was at the gate, and a sign said, "flight closed."

We looked around. A United employee came out of a nearby doorway. We rushed up to her.

"Is there any way we can get on this flight? It would make a huge difference," we pleaded.

"Just a minute. I'll check," she replied.

Despite the sign and the closed jet way door, she picked up a phone. Calling out to the plane, she asked if they would let us on.

They agreed.

"Please hurry on," she asked.

"Thank you so, so much," we called as we jogged onto the jet way.

Airlines are facing huge challenges. And United employees recently learned they might not get all of the pension money they've earned. For gate agent Loren Crowley, as for us, it was the end of a long day.

She easily could have pointed to the door and sign, shrugged her shoulders and explained, "there's nothing I can do."

But Ms. Crowley represents the kind of person who goes beyond what's required or expected.

That's not something easily tested, like reading, writing or math skills. But kindness matters.

There's so much we cannot change. There's plenty that takes time to improve. But being thoughtful, caring and considerate makes a difference. Right now. Every day.