The passenger who changed everything: Meet Travelers Care, the winner of the Ooma Small Business Spotlight Award

When Shelly-Ann Cawley was working as an inflight supervisor at JFK Airport, a gate agent approached her with a concern.

An elderly gentleman traveling to Jamaica seemed confused. Something didn’t feel right.

As the two began talking, Cawley quickly realized he wasn’t fully capable of navigating the journey on his own. Determined to help, she coordinated with airport staff, flight crews and station personnel in Jamaica to ensure someone was watching over him every step of the way—from departure to arrival.

The passenger made it home safely.

But the experience stayed with her.

“I remember thinking, ‘How do I fix this?’” said Cawley. “There had to be a better way to help people who needed extra support while traveling.”

That question ultimately led to the creation of Travelers Care, the Westville, N.J.-based company recently named the winner of Ooma’s inaugural Small Business Spotlight Award.

Filling a Gap No One Else Was Addressing

After spending more than two decades in the aviation industry, Cawley had witnessed countless situations involving travelers who needed more support than airports and airlines were designed to provide.

Children traveling alone. Seniors living with dementia. Individuals with disabilities. Families facing medical emergencies. Travelers stranded far from home.

“The friendly skies aren’t always so friendly for everyone,” she said.

While airlines and airports do their best to accommodate travelers, many services are designed to get passengers from one point to another—not provide the continuous, one-on-one support some people need.

Cawley saw an opportunity to change that.

She launched Travelers Care in 2019 with a simple but powerful mission: ensure vulnerable travelers are never alone during some of the most stressful moments of their lives.

Today, the company provides travel companions and support services for seniors, individuals with disabilities, unaccompanied minors, pet owners and families navigating complex travel situations around the world.

More Than a Travel Service

What makes Travelers Care unique isn’t just what the company does—it’s why it does it.

For Cawley, the business has never been solely about logistics. It’s about providing dignity, safety and peace of mind.

Over the years, Travelers Care has helped reunite families, assisted travelers returning home after medical emergencies and supported elderly individuals relocating closer to loved ones.

One story that remains especially meaningful involved a terminally ill woman in Alaska whose dream was to own a Labrador retriever.

Travelers Care helped make that dream a reality.

“We were able to bring the dog to her,” said Cawley. “Her husband would send us updates from time to time. Those connections are lasting.”

Those moments are what continue to motivate her and her team.

“It’s not the money,” she said. “It’s helping people. It’s bringing back humanity and dignity to travel.”

Building a Business Around Being There When It Matters

Like many entrepreneurs, Cawley faced significant challenges building the business.

Because Travelers Care serves vulnerable individuals in high-responsibility situations, obtaining insurance was difficult. She funded the business herself while continuing to work full-time in aviation and navigated the uncertainty of launching just before the COVID-19 pandemic disrupted global travel.

Yet demand continued to grow.

Today, Travelers Care employs 25 travel companions and supports clients across the United States and internationally.

Many calls come during moments of uncertainty, urgency and emotional stress. Missing a call can mean missing an opportunity to help someone who needs immediate assistance. That’s why reliable communication has become a critical part of Travelers Care’s operations.

Staying Connected Wherever the Journey Leads

Cawley became an Ooma Office customer within months of launching Travelers Care.

Initially, she relied on a mobile phone but quickly realized she needed a more professional and flexible solution as the business expanded.

“I needed something that could support the way we work,” she said.

Today, Ooma helps Travelers Care stay connected whether team members are in the office, at an airport or traveling alongside clients.

“If I don’t answer, somebody else answers,” said Cawley. “That’s important for our clients and their families.”

Just as important, she says, has been Ooma’s customer service.

“We’re in the customer service and hospitality business,” she said. “Every time I called, somebody picked up. People followed up. That’s why I’ve stayed with Ooma all these years.”

A Well-Deserved Recognition

The Ooma Small Business Spotlight Award was created to recognize small businesses making a meaningful impact in their communities while using technology to better serve customers and support growth.

For Ooma, Travelers Care stood out because of its compelling mission, customer-first approach and commitment to helping people during some of life’s most challenging moments.

For Cawley, the recognition is both an honor and a reminder of why she started the business in the first place.

“It’s an amazing feeling,” she said. “To be recognized by a company that has supported your business from the beginning means a lot.”

As Travelers Care looks toward the future—including plans to expand airport-based support services—its mission remains unchanged.

Helping people travel safely.

Supporting families when they need it most.

And making sure no one has to navigate life’s most important journeys alone.

About the Ooma Small Business Spotlight Award

The Ooma Small Business Spotlight Award recognizes small businesses making a meaningful impact in their communities while leveraging technology to better serve customers, operate efficiently and grow their businesses.

To learn more about the Ooma Small Business Spotlight Award, visit Ooma Small Business Spotlight Award page.

To learn more about Ooma Office and how it helps small businesses stay connected from virtually anywhere, visit https://www.ooma.com/small-business-phone-systems/.