Omnitrans

Omnitrans Team Helps Reunite Missing Elderly Man with Family

March 31, 2025

At Omnitrans, taking care of our customers goes beyond just getting them from point A to point B. That was especially true on March 25, when a team of caring employees helped reunite an elderly man with his family after he had been missing for several days.

It all started when a coach operator approached Customer Service Representatives (CSRs) Karen and Martha at the San Bernardino Transit Center (SBTC) with a stranded customer. The man, who didn’t speak much English, seemed confused and could only remember an address in San Diego. At first, Karen and Martha thought about helping him buy a FLIX bus ticket to get there, but something didn’t feel quite right.

Left to right: Martha Z., Luis A., Karen F.

Wanting to ensure he was okay, they kept asking questions and learned that he had arrived at the SBTC on Route 1 the night before and had been stranded ever since. Sensing he was confused and might need more help, they called Security Supervisors Ana and Marquis for support and reached out to their fellow CSR Luis in the Omnitrans Call Center. Luis checked for missing person reports and found one that matched the man’s description. When he sent over the photo, Karen and Martha confirmed: it was him.

While waiting for law enforcement, Karen and Martha went above and beyond to provide excellent customer care, offering the gentleman a snack and water, paid for out of their own pockets, when they found out he was diabetic. They kept him safe and comfortable until help arrived. Later, it was revealed that the man had dementia and needed insulin shots. He had been missing for days, but thanks to the team’s quick thinking and kindness, he was safely reunited with his family. (Pictured right: Security Supervisors’ Marquis and Ana)

While waiting for law enforcement, Karen and Martha went above and beyond to provide excellent customer care, offering the gentleman a snack and water paid for out of their own pockets when they found out he was diabetic. They kept him safe and comfortable until help arrived. Later, it was revealed that the man had dementia and needed insulin shots. He had been missing for days, but thanks to the team’s quick thinking and kindness, he was safely reunited with his family.

This was truly a team effort, from the coach operator who first stepped up, to CSRs Karen, Martha, Luis, Ana, Marquis, and the SBTC security team, who all played a key role in making sure this story had a happy ending.

At Omnitrans, we take pride in not just moving people but caring for them. This moment is a perfect example of the heart and dedication our team brings to our community every day.

More

Omnitrans Team Responds Quickly to Missing Child Report

On March 4th, at approximately 2 PM, Coach...

Employee Spotlight – February

Lauren’s Career Path at Omnitrans - First...

Public Hearing 2025

Omnitrans is considering changes to its...