Occasionally, it is not the grand gestures that leave the greatest impression, but the simplest acts of kindness, a reassuring voice, a genuine smile, and the willingness to go beyond what is expected to make someone else’s day a little easier.
Last Sunday, October 4, my husband, Yatesh Chowbay, Chief Executive Officer of LOGIX, and I travelled through the Cheddi Jagan International Airport (CJIA), completely unaware that what began as an ordinary journey would become an experience that reminded us of the extraordinary difference one kind human being can make.
After completing immigration procedures and boarding our flight, my husband realised, just as the aircraft was taxiing toward the runway, that he had accidentally left his MacBook at the airport.
As anyone can imagine, there was an immediate moment of concern.
We were already on the aircraft, preparing for departure, and retrieving the device ourselves was no longer an option.
We quickly contacted a family member, explained what had happened, and requested assistance in reaching the airport.
However, despite the initial concern, something equally important remained: confidence.
Having witnessed the tremendous advancements at CJIA over the years, particularly in its operations and the systems established to assist passengers, we had every reason to believe that the matter would be handled professionally.
There was no overwhelming fear that the MacBook would disappear or that airport personnel would fail to assist.
Rather, there was an expectation that the appropriate procedures would be followed and that someone would help us; and someone certainly did.
Upon arriving at our destination, we learned that our family member had contacted CJIA and was awaiting a response.
However, wanting additional reassurance, I decided to telephone the airport myself.
That call introduced me to someone whose name I believe deserves to be publicly recognised.
Ms Shiann Bowman.
From the moment she answered, there was something remarkably pleasant about her manner.
Her voice was calm, refreshing, courteous, and reassuring.
She listened attentively, collected the necessary information, and informed us that the MacBook was safely in the airport’s possession.
Naturally, we were relieved, but what struck me most was not simply that the device had been located, it was the way Ms Bowman communicated with us.
There was no impatience, no indifference, no suggestion that our enquiry was an inconvenience.
Instead, there was genuine warmth and a willingness to assist.
After we explained that we would collect the MacBook upon our return to Guyana, she carefully outlined what was required.
She asked that we send a WhatsApp message to the number we had called so that, after we provided a description of the device, she could send us a photograph for confirmation.
It was a simple gesture, but it demonstrated her attentiveness and professionalism.
For us, we were already receiving the care and consideration that every traveller hopes to experience.
Little did we know that the most heartwarming part of this experience was still to come.
A Welcome We Will Not Forget
Before returning to Guyana on Friday, October 9, we again contacted CJIA’s Lost and Found department, as Ms Bowman had requested.
She had previously explained that advance notice would allow the necessary arrangements to be made for the MacBook to be available at security after we cleared immigration.
We followed those instructions and were assured that everything would be in place.
Upon arrival at CJIA, while our passports were being processed, I felt a gentle tap on my shoulder.
I turned around to see a pleasant young woman wearing one of the brightest, most welcoming smiles.
She asked whether we were the couple who had called about the MacBook that had been accidentally left at the airport.
It was Ms Bowman. Imagine that. Here was someone who had already assisted us over the telephone, ensured that the necessary arrangements were made, and could quite easily have considered her responsibility fulfilled.
Yet, she remembered us, she recognised the situation and she took the initiative to approach us personally.
My reaction was immediate and instinctive, I gave her a big hug, which she warmly returned, and only then did we properly introduce ourselves.
It was such a beautiful, spontaneous moment.
To some, it may seem insignificant; after all, an item had been misplaced, recovered, and arrangements made for its return, but to me, and certainly to my husband, it represented something far more meaningful.
It was kindness in its purest form, it was professionalism accompanied by genuine human warmth, and it was a reminder that sometimes the smallest gestures leave the deepest impressions.
She was unaware of our identities, and that is what makes this experience so special.
There is something particularly important about this experience that I wish to emphasise.
Throughout our interactions, Ms Bowman had no idea that I was the Editor-in-Chief (EIC) of The El Dorado Beacon, or that my husband, was the Chief Executive Officer (CEO) of LOGIX.
She did not know our professions, our positions, or our backgrounds and honestly, none of that was relevant.
She treated us with kindness because that is how she chose to treat the people she was assisting.
There was no special treatment because of a title, no courtesy extended in anticipation of recognition, and no expectation of anything in return.
She was simply being a genuinely beautiful human being and that, to me, is what makes her actions so deserving of appreciation.
We often speak about professionalism, customer service standards, and the importance of creating positive experiences for the people we serve, but genuine service is about more than following procedures, answering telephones, or completing assigned duties.
It is about recognising that the person on the other end of the telephone, or standing in front of you, is a human being.
Someone who may be worried, someone who may be having a difficult day, someone who may simply need reassurance that everything will be alright, and Ms Bowman understood that, whether consciously or simply through her natural disposition.
She did not merely show up to perform a job, she demonstrated pride in what she was doing, took ownership of the situation, followed through, and ensured that the people she assisted were satisfied.
That is something worth celebrating.
Customer Service Must Be More Than a Requirement
I have always believed that while we must speak openly about shortcomings in service delivery, we must also be equally willing to recognise and celebrate those who are getting it right.
Across Guyana, including at our ports of entry, public institutions, private businesses, and other service-orientated establishments, there remains considerable room for improvement in how people are treated.
We have all encountered situations where a simple enquiry is met with impatience, where courtesy appears optional, or where individuals seem to forget that their responsibilities involve serving other human beings.
This is not to suggest that improvements have not been made, they certainly have.
Indeed, CJIA has undergone significant transformation over the years, and those advancements deserve recognition, but infrastructure alone does not define excellence.
A modern airport may boast impressive facilities, advanced systems, and improved operational capabilities, yet the experience of a passenger can still be shaped by something as simple as the attitude of the person offering assistance.
Buildings may reflect progress, but people give that progress meaning and that is why I believe employees like Ms Bowman should be recognised, encouraged, and, where appropriate, given opportunities to help shape the standards of customer service within their organisations.
Her conduct demonstrates the importance of patience, empathy, accountability, effective communication, and the willingness to follow through until a matter is resolved.
These are qualities that cannot always be taught through a manual or measured through a performance report.
They are reflected in how we treat people, particularly when there is nothing personally to be gained.
I sincerely hope that as Guyana continues to develop, we place even greater emphasis on cultivating this level of service excellence across the board, because every traveller who passes through CJIA deserves to feel respected, welcomed, and valued.
Not because of who they are, what position they hold, or whom they know, but simply because they are human beings.
Ms Bowman, This Thank You Is for You
As Editor-in-Chief of The El Dorado Beacon, I have the privilege of sharing stories about the people, developments, and experiences shaping our beautiful country, but today, I am sharing something personal.
I am sharing this experience because I firmly believe that kindness deserves recognition, particularly when it is demonstrated so naturally and without expectation.
Ms Shiann Bowman, on behalf of my husband, myself, and The El Dorado Beacon, I wish to publicly express our heartfelt appreciation for the kindness, professionalism, and genuine care you extended to us.
You may have regarded our situation as simply another enquiry during your working day, but for us, it became a memorable experience because of the way you handled it.
You reassured us when we needed reassurance.
You listened patiently, you communicated clearly, you followed through on your commitment, and when we returned home, you welcomed us with a smile so genuine that it transformed what could have been a routine interaction into a moment of sincere human connection.
That hug was not merely an expression of relief over a recovered MacBook, it was an expression of gratitude for the kindness you had shown us from the very beginning, and I hope you understand just how much that meant.
I also wish to acknowledge Shem, whose first name was the only name provided to us, for his assistance in making enquiries about the MacBook.
Your contribution was appreciated, and it would be remiss of me not to recognise it.
To the management of the Cheddi Jagan International Airport, I respectfully encourage the continued recognition of employees who demonstrate such admirable qualities.
Individuals like Ms Bowman are valuable ambassadors for an institution that serves as one of Guyana’s most important gateways to the world.
They remind us that excellence is not achieved through infrastructure and technology alone, but through the character, commitment, and compassion of the people entrusted with serving others.
And to everyone working in the service industry, I hope this experience serves as a gentle reminder that we may never fully understand the impact of our words, our attitudes, or our actions on another person’s day.
A reassuring voice can ease someone’s worry, a little patience can restore someone’s confidence, a welcoming smile can make someone feel valued, and a simple act of kindness can become a memory that lasts long after the moment has passed.
Ms Bowman, thank you for reminding us that kindness costs nothing, yet its value is immeasurable.
Thank you for showing us that professionalism and compassion can, and should, coexist.
Most importantly, thank you for being a beautiful example of what it means to be a good human being.
As we continue to highlight Guyana’s transformation, remember that true progress often lies in ordinary people performing extraordinary acts of kindness, not just in grand projects or announcements.
Because, at the heart of every truly great institution are people who understand that service is not just about doing a job.
It is about making a difference and Ms Shiann Bowman, you certainly made a difference to us.
