“We’re there to help. We always want to ease any situation and make anything easier for the family as well as other passengers.”
Flight attendant Amanda Amburgy sat just a few rows away from Sonja Redding and her son, Xayvior, who were heading home on a Delta flight after a medical research trip.
Xayvior has Methylmalonic Acidemia, also known as MMA, and has also been diagnosed with autism spectrum disorder. Sonja knows Xayvior processes quick changes in a different way, and most of the time braces herself for piercing stares and rude comments from other travelers. Soon, Xayvior’s mood changed.
Amanda took immediate action. She drew from her experience and began to look for solutions. “We’re there to help,” she says, “we always want to ease any situation and make anything easier for the family as well as other passengers.”
Amanda approached Xayvior and Sonja and offered them headphones for the in-flight movies and music. When this didn’t work, Amanda offered to walk him and give him a tour of the plane. “Traveling can be hard even without kids and I know moments like this can be even really stressful for parents,” she says.
“I warned her that he might get aggressive with her,” Sonja remembers, “she quickly responded that she did not mind and swooped him up, taking him on a tour of the plane.”
Xayvior responded positively, and Sonja took to social media to air her relief. “She was our hero on our flight home . . . she didn’t stare or judge, she just showed love and empathy without hesitation.”
Sonja’s post went viral shortly after, and Amanda’s act of kindness highlighted Delta’s commitment to their customers.
“She was our hero on our flight home … She just showed love and empathy without hesitation.”
The memorable experience Amanda provided for this family speaks to her talent. Anticipating the needs of those around her and finding creative solutions to problems comes as second nature to her.
Delta receives over 400,000 flight attendant applications per year, out of which only the best 3,000 are selected with the help of insights provided by Talent Plus. Measuring talent themes like Resourceful, Customer Centricity and Work Intensity, Amanda’s results were predictive of the quick instincts and problem solving she displayed with the Redding family.
“In a world overly focused on minimal thresholds and standards, our science is designed to spot incredibly talented individuals like Amanda — the top 1%,” explains Brett Wells, Talent Plus Chief Research Officer. “We are honored to partner with Delta on setting the service standards of excellence through the discovery and development of human potentiality.”
Amanda’s strongest talent theme (at 100%!) is Resourceful. This means Amanda uses her creative problem-solving skills and high adaptability in her pursuit of success. Combined with her Urgency and Positivity themes, Amanda exhibits the key behaviors flight attendants use to create memorable service experiences.
“This exemplifies the Delta difference in every way,” explains Allison Ausband, Senior VP of In-flight Service at Delta. “Service from the heart is what we’re all about and I’d like to thank Amanda and Delta employees around the globe for showing thoughtful service like this to the world.”
“When we discover what someone has the potential to achieve, we can create a platform for them to grow on.”
“Talent Plus has the opportunity to study potentiality every day,” says Talent Plus President Kimberly Rath. “When we discover what someone has the potential to achieve, we can create a platform for them to grow on.”
With a #1 Airline Quality Rating, every selection Delta makes needs to fit this vision and high standard of service. By Holding out for Talent®, Delta selected a flight attendant who fit their culture of excellence.
Talent Plus ® is the leading partner in building and sustaining high-performing and fully-engaged cultures through talent discovery, development and analytics. We are an internationally recognized management consulting firm with over 400 clients in 20 countries, delivering interviews in more than 30 languages. Headquartered in Lincoln, Nebraska, Talent Plus also has an office in Singapore.
Read the Delta press release here: https://news.delta.com/service-heart-delta-flight-attendant-s-kind-act-goes-viral
Photo: Courtesy Sonja Redding