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I was recently flying home from a work trip in Pittsburgh, connecting through Atlanta on a Delta/WestJet codeshare, and while the WestJet leg is a (not so great) story for another day, the Delta leg gave me something I wasn’t expecting at all.
Delta Check-In Counter at PIT
I fly Economy or Premium Economy most of the time (like my recent YYZ – GRU Economy flight), which means I’ve long since adjusted my expectations when it comes to cabin crew. Occasionally you get someone warm and friendly, but mostly everyone is simply doing their job, and there’s nothing wrong with that.
The flight was operated on a Boeing 737-900ER. I was seated in 16E, the middle seat, and since I always try to board last if I can help it, I noticed right away that the aisle seat beside me was empty. A few minutes later, a flight attendant walked an elderly blind woman down the aisle and got her settled into that seat, with a second crew member close behind to help. What stood out to me wasn’t that they helped her, since that’s simply expected, but the way they went about it, without any sense of hurry and without it feeling like a performance for anyone watching. Every instruction was given slowly and gently, every touch on her arm or shoulder was careful, and they narrated small things most people would never think to say out loud, like where the call button was or how many rows until the lavatory, as though they understood that her world was built entirely on the details other passengers take for granted. Watching them, I remember thinking they had the kind of patience and gentleness you’d want in a nurse, or in anyone whose job depends on showing up for people at their most vulnerable. It definitely went well beyond their job description and it was heartwarming to witness.
Delta Economy Cabin on Boeing 717-200
Because she was sitting right next to me, I did the small things that needed doing, like pressing the call button when she wanted the crew or lowering her tray table for her, nothing that really warranted any thanks. It ended up being a bumpy, hour-long flight with no food or drink service, which didn’t bother me since I rarely take anything on short hauls to begin with.
As I was making my way off the plane, one of the flight attendants who had been looking after her stopped me in the aisle and handed me a small stack of snacks (some of the better ones!) and told me, “Thank you so much for helping her, that was really sweet of you.”
Snacks from the Cabin Crew on my Flight
I hadn’t really done anything. He and his colleague were the ones who deserved the thanks. But I’ve found myself thinking about that moment more than I expected to, not because of the snacks themselves, but because of the two people who clearly saw taking care of a vulnerable passenger as something more than just another task to check off before landing.
Travel gives you plenty of reasons to be annoyed, between the delays and the middle seats and the gate changes, and this wasn’t some polished moment you plan for or try to optimize your points around. It was simply two people being decent at their jobs on a flight where nobody was really watching closely enough to expect it, and that alone is reason enough for me to fly Delta again.
5 comments
Yes, in my experience too. Delta both domestically and long haul (to Europe and South Africa) Delta are firstly very professional (friendly, great anticipation of the customers needs before the customer defines the need, un-rushed as if its a natural and obvious way to work) but secondly very consistent across the mainstream airline – The service in its contracted airline – Skywest is not as good but probably represents the SkyWest average (they are contracted to United too). In my recent (10 years – so pre- and post- covid) they rank #1 out of AC, WS, SQ, LH, BA. RyanAir is #2 only a little behind Delta but is a little more “rushed in their approach” since they mainly operate 1-2 hr flights. AC are friendly but don’t do much anticipation (too lazy to get it right consitently). SQ are attentive but only when directed and they can come across quite cold and dismissive if they do not understand you – the problem for many airlines – SQ speaks “Chinglish” as there official other language so struggle with communication – anticipation would compensate for that but they don’t. LH, if you can get them out of their Germanic shells are up to Delta standards but its not easy. They do anticipate – but only what a German would want – so sometimes is works for other customers and sometimes is doesn’t. BA initiated the whole flight attendant customer service at were the best in the world until the early 2000’s, and I have exceptional service – truly above and beyond – I was a MEmerg on one of their flights. But that boat has sailed and the current generation provide inconsistent indifferent service, but some of the older attendents are good. The new attitude is “to get paid I have to be on this aircraft looking like i am working; pax are a necessary evil of my job”. Westjet have this in spades and no old people to give them any feedback to say that they are not doing a “fabulous” job – no need to listen to the customer – they are a necessary evil. Now that Delta has bought 25% of Westjet maybe they will have an influence.
FWIW, that’s a 737-900ER in your image, not a 717.
Thanks for catching that! Updated the post.
I find Delta crews to be the warmest in North America, followed by Alaska jetBlue and Porter.
Cannot say much about WestJet, Air Canada or United.
Also am surprised there was no food offered, usually Delta they give you snacks (on top of the generous ones you received)?
The flight was only an hour and was pretty turbulent so I think that’s why they didn’t serve anything. It was my second time flying with them so though so I don’t have much to compare to.