Atlanta, GA
September 3, 2025
An old adage holds that no one reports the planes that land. Normal news isn’t covered. Good news rarely is either.
But occasionally both happen in the air. When it does, we should honor the people who make it possible.
Ad From the ‘50s
Yesterday we flew home from Tampa. We’d spent Labor Day weekend visiting family and reacquainting with old friends.
Anytime we hurl 500 miles per hour at 30,000 feet, we hope the flight will be uneventful. Making our way thru the airport, crowds were sparse and “security” was quick.
So far, so good.
With an hour to absorb, we settled into the Sky Club. After a quick lunch and cup of coffee, we boarded the plane, stowed our bags, and took our seats.
We were in the Exit Row, which entails a safety briefing from the stewardess. These perfunctory recitals are usually performed professionally. But this one was different.
The young lady approached the passengers to remind them where they were seated, and to ensure they were comfortable opening doors and assisting others in case of emergency.
But the way she did so caught our eye. It was as if she’d been transported from an airline ad in the 1950s.
Displaying the safety brochure, she leaned slightly toward us, and with a genuine smile looked each person in the eye. Opening the brochure, she displayed it like it was the prize item at a premier auction. We couldn’t help but listen.
Although the flight attendant was an attractive young woman, our attention had nothing to do with her physical appearance. It was all about her demeanor.
Attentive, Pleasant, and Proactive
For several decades across every industry, customer service has slipped. Since covid, it’s fallen off a cliff. In most cases it’s still plummeting.
Some of the decline comes from inadequate staffing, supply chain disruptions, or poor processes. But much of it derives from simple indifference.
In most cases, employees don’t want to be there. With surly expressions, short responses, or sheer frustration at having to assist customers, they let us know it without wielding words (tho’ they often use those too).
That’s why this young woman stood out. She was remarkable for being attentive, pleasant, and proactive. After her Exit Row spiel, she assured us she’d be happy to help if anything was unclear. As with most of the normal functions of her job, this wasn’t unusual.
But she made it seem she was eager for us to ask. She wasn’t overbearing or fake. There was neither pestering nor pretending. Her gentle voice, soft smile, and confident nod were sufficient assurance she was willing to assist.
She was authentic, and never made us think she was merely doing her job. We all know modern air travel can be drudgery. But it was evident that in her mind, she was there to make our trip pleasant. For anyone she encountered, that’s what she did.
Engaging Smile
The short flight lasted about an hour in the air. Her “jump seat” faced us. During take-off, she noticed a passenger across the aisle trying to free his video screen from a stubborn arm rest.
After flight attendants were allowed to stand, she went straight to him. With the same welcoming disposition she’d exhibited a few minutes earlier, she knelt down and released the monitor. To ensure he didn’t feel stupid (I don’t think he did), she let him know that “these things often stick”.
Noticing that even in the Exit Row this tall gentleman had limited legroom, she immediately lifted a few crew materials and moved them elsewhere. The passenger thanked her with almost stunned sincerity.
He hadn’t complained about the monitor or the space, nor asked the attendant to do anything. She simply sensed she could help and decided to do so. As she did, that engaging smile never left her face. I doubt it ever does.
After beverages were served and the carts were stowed, our stewardess returned to her seat as we prepared to land. As we descended, she pulled out her phone. I assumed she was taking a quick breather before we touched down.
When she looked up, she addressed the man next to me.
“Excuse me, sir”.
“Yes?”, he responded, somewhat surprised.
“Your connecting flight is departing from Gate B10. We will arrive at A6, but you should have plenty of time.”
“Thank you”, he said. “I appreciate you letting me know.”
Looking back at her phone, she gave similar information to other passengers in the area. As we were about to land, she did it again.
Apparently, some of the departure gates had changed, so as she provided these personalized updates, she apologized for being too quick with the original information.
“I Love People”
No one minded. Most were shocked that such a pleasant professional can still be found on a plane. We decided to let her know how much that meant. My wife did so first.
“You are a terrific representative of the Delta brand”, she told her.
“Oh, thank you”, she beamed. “I love my job.”
“We can tell. We watched you throughout the flight. You are a delight. Your attention and attitude are rare these days.”
“You are very kind. I love being around people, and Delta passengers are wonderful.”
Noticing her name tag and accent, we asked Anny where she was from.
“I am from Sao Paolo, Brazil, but now live in Boston. I used to live in St. Petersburg, so it’s always nice returning to Tampa. I like Boston too”, she laughed, “but not the cold. Fortunately, because I speak Portuguese, I usually fly to Lisbon. It’s usually warm there. I also go to Brazil, which lets me see my family.”
After we landed and waited to deplane at the gate, other passengers chimed in as they heard us chatting. All of them commended Anny. Given how enjoyable she made this flight, all were amazed she hadn’t been doing this longer.
After telling Anny I’d once worked for Delta, she responded as if we were long-lost family.
“Wow! That’s awesome. It’s so nice to see you. I’ve been with Delta about a year. My last job I worked remote, but I’m not a good remote worker. I love being with people too much.”
That was obvious, and no doubt mutual.
“What did you do before that?”, one passenger wondered.
“I was a school principal.”
“Really? Where?”
“In Brazil.”
“Then you should be used to handling children like us”, another person joked.
Anny dismissed the comparison with a chuckle. “Not at all. Our passengers are the best. I love the children too. But this is where I belong.”
None of her customers would argue with that.
JD
PS - I meant to get Anny’s full name. But if anyone from Delta should read this, she was on DL1099 from Tampa to Atlanta on September 2, 2025.
Great story! Thanks for seeing it and for reporting it.
Well, people from the "Global South" ARE different ...👍👍👍 🥰🥰🥰