How CLT chaplains offer hope and support inside one of the world’s busiest airports
Chaplain David Reiser’s blue and neon yellow vest catches a lot of attention when he’s walking through the busy Charlotte airport. Passengers come up to him for directions or questions like “Where’s my luggage?” and “Where can I smoke?”
But there are also a lot of travelers who need hope and help too.
And with more than 30 chaplain volunteers like Reisier, the airport chaplaincy program is there to help — from praying for sick family member to assisting a struggling and stranded passenger get home with a bus ticket.
“They come here on a one-way ticket hoping to connect with family or a girlfriend, and nobody shows up for them,” Reiser said. It happens about six times a year at Charlotte Douglas International Airport.
Chaplains assist Catholic Charities Diocese of Charlotte by helping refugees connect with their sponsors. They also pray with the families of soldiers who died in combat when their caskets arrive by plane. The United Service Organizations., a military-based charity, organizes this service for families.
Other solemn moments include comforting people after passengers die on flights or helping with their funeral arrangements. It’s happened several times during Reiser’s 13 years with the chaplaincy.
He recalled times such as comforting an 11-year-old after the in-flight death of his great-grandfather while family and emergency officials handled the body.
“It was traumatic for him,” he said. “I was able to take him aside and I just walked around with the kid for a little bit. When things calmed down, I was able to get him back to the family.”
‘A ministry of presence’
The interfaith organization provides a quiet chapel space for passengers and workers away from the hustle and bustle of the airport. It’s open from 5 a.m. to midnight above the atrium between concourses B and C. More than 10,000 people visit the chapel each year.
But for chaplains and volunteers, a lot of the work is roaming through the airport. Reiser has a white clerical collar but he keeps it in his pocket sometimes because he doesn’t want to intimidate people.
“It’s a ministry of presence,” he said about building relationships with employees and travelers, even if it’s only for a brief period of time.
Such moments include looking out for people wearing sunflowers lanyards or buttons, an indicator of hidden or silent disabilities. The airport is a partner with the Hidden Disabilities Sunflower Program. Airport chaplains also hand out sunflower-branded items to passengers in need.
The chaplaincy program has been around since the mid-1980s and became a nonprofit about 14 years ago, according to Reiser.
“It feels good to be able to be of assistance to someone,” said fellow Chaplain Sylvia Heard. “It’s a great feeling.”
For Heard and other helpers, this includes providing meals, one-time cell phone chargers or private places to rest and sleep for a few hours for people trying to get home.
“That’s the whole idea — get them calm and get them to their destination,” Reiser said. “For employees, it’s to finish their shift in a clam way. There’s a lot of stress with the way people approach them and what they demand from them.”
And the airport chaplains recognize those efforts by hosting the CLT Chaplaincy Compassion Award for employees. It recognizes airport workers and teams that went out of their way to help passengers and “to relieve the physical, mental, or emotional pains of others,” according to the chaplaincy.
A place to worship and feel welcome
Passengers can access the chapel after going through security. It’s located upstairs above the food court area in the main terminal. Elevator access is also available.
Believers of all faiths are welcome. There is a kneeler and small altar for visitors. The chapel has holy books for Christians, Jews and Muslims. A corner is also filled with prayer rugs and a compass to direct Muslims toward Mecca.
For Sunday services, prayer and worship is held at 9:30 a.m. Catholic masses on Sundays are held at 8:30 a.m. and 10:30 a.m. All services last for 30 minutes and announcements in the airport.
Wilmington resident Foster Jones visited the chapel on his way to London, to catch a connecting flight to Cairo, Egypt.
“I think it makes people feel welcome in a religious kind of way,” Jones said. The Episcopalian Christian said he was glad to see a place for Muslims.
“It makes them feel welcome, especially if it’s their first time in America.”
And with foot traffic expected to increase at one of the world’s busiest airports next year, Reiser is looking forward to welcoming or helping more passengers.
“You get this gut feeling and when you talk to people and get their story, you know if they’re pulling your leg or if they’re really truthful about it,” he said. “If it’s really truthful and they need our help, we’ll help them.”
This story was originally published December 30, 2024 at 6:00 AM with the headline "How CLT chaplains offer hope and support inside one of the world’s busiest airports."
