A group of six middle-aged women exited Terminal A toward the taxi area. Edward Bowen, taxi dispatcher, asked the ladies where they were headed. They were waiting for a hotel shuttle bus. Mr. Bowen then responded, “Why don’t you wait within the double doors away from this weather. I will come get you when I see your shuttle arriving.” Instead of just directing the women to the shuttle bus stop or into one of his taxis, Edward went above and beyond to ensure passenger comfort.