Airports are vibrant hubs of travel filled with airport crew, facility workers, and travelers rushing on business or leisure destinations. More than a facility, airports are places where dreams take flight and reunions begin, but also where stress and frustration often run high. Delays, cancellations, TSA and security lines, and unexpected changes can make even the most seasoned traveler feel overwhelmed or anxious. In these moments, the smallest acts of kindness can make the biggest difference.

As the founder of Pay It Forward 9/11, an initiative inspired by the compassion shown to stranded airline passengers on September 11, 2001 in Newfoundland, I’ve seen firsthand how empathy and generosity can turn fear into hope and community. After being grounded in the small town of Gander, I was one of nearly 7,000 passengers who experienced the selfless hospitality of strangers. That experience transformed my life and led me to encourage people to spread kindness… especially in high-stress environments like airports.

This year, I was invited to share our mission with airport experts and directors at Airports Council International – North America/Airport Customer Experience Symposium (ACI-NA/AAAE) in Halifax, Nova Scotia. The attendees overwhelmingly embraced the movement and are planning activities to promote a culture of kindness within the airport community to enhance the overall employee/customer experience.

More specifically, as a result of my speaking engagement at ACI-NA, Pay It Forward 9/11 board members are planning major initiatives as a test in 2025 starting in Kansas City International Airport and Boston Logan Airport. In these two airports’ high-traffic areas, Pay It Forward 9/11 members will be on hand to encourage travelers to pay it forward in kindness to others by providing acts of kindness suggestions, sharing smiles, and infusing the airport with the spirit of kindness, encouraging others to join the organization’s movement.

Airport workers are the unsung heroes of travel. They manage logistical chaos with grace, ensure safety, and assist thousands of passengers daily often with little thanks. From the gate agent who reroutes your connection to the airport maintenance workers who keep the terminal safe and clean, these individuals are doing their best in a demanding environment. A simple and genuine “thank you” or just a smile or “thumbs up” can go a long way in recognizing their efforts… and you receive the “helpers high” feeling to fuel your travel day.

Similarly, fellow travelers may be dealing with their own private challenges such as illness, grief, or anxiety. Taking a moment to hold a door, help with luggage, or offer a kind word isn’t just courteous; it fosters a sense of shared humanity. It reminds us that we’re not alone, even in crowded, unfamiliar places. This is the type of humanity I experienced in Gander, and will never forget it.

Kindness is contagious. When one person pays it forward, others are inspired to do the same. At Pay It Forward 9/11, we encourage acts of kindness to honor those lost on 9/11 and the brave first responders who served. There’s no better place to work on your kindness practice than at an airport, where every traveler is on a journey, both physical and emotional and every employee should be appreciated.

In a world that often feels divided, kindness at 30,000 feet, or at Gate B27, has the power to reconnect us. Next time you travel, take a moment to really notice the human behind the uniform or the fellow passenger in need. Let kindness be your carry-on.

For more about our mission and how to join the movement, visit payitforward911.org or email Kevin Tuerff at kevin@payitforward911.org.

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