Delta loves their people: A Res & Care agent reflects on his 27-year career in travel
In the latest installment of her series featuring the remarkable people who make Delta a great place to work, E.V.P. and Chief People Officer Allison Ausband sits down with Reservations & Care specialist Arron Harrell to talk about his journey with Delta.
Arron Harrell grew up in Idaho and yearned to travel for most of his life.
That desire led him to the International Air and Hospitality Academy in Vancouver, Washington, where he learned how to work everything from the ticket counter and gates to the ramp and reservations. Delta hired him as soon as he graduated from his training in 1999, and he’s been a Reservations and Care specialist with us ever since.
Customers don’t so much see people like Arron working their magic as hear it. Take it from me: The different buttons they press to get our customers exactly what they need is a lot like watching someone play the piano.
Read on to learn more about Arron and how he shows up for his customers and colleagues every day.
Allison Ausband: What’s your favorite thing about working for Delta?
Arron Harrell: I have family all over – in Finland, Hawaii, Montana, Idaho, Florida and Georgia. Delta gives me the opportunity to go visit them. I visited my grandmother when her health was failing. Those times with family are just the best. I am so appreciative of those benefits. Without it, I wouldn’t have been able to get to know my family a little better.
AA: What is one of your favorite customer calls?
AH: It was a couple’s 50th anniversary, and they were traveling to Shanghai. One of their flights was delayed, but I was able to reach out to our Elite Services team at LAX and ask if they could help this couple. I found out later that they did, in fact, get escorted to their plane so they wouldn’t miss their 50th anniversary flight.
AA: How do you show up for your peers every day?
AH: Stay positive is the biggest thing. There may be some bad days. You may even get some bad calls. Just take a deep breath and take one call at a time. Just stay positive, stay in the moment and keep on going. We have our huddles and team briefings, and we tell jokes to lighten the mood. Or I try to reach out to my colleagues and check in on them and see how their day is going.
AA: What message would you give to new hires?
AH: Delta loves their people. Delta watches out for us. They have our backs. Just keep on going, and they will support you 100%. That’s what I’ve enjoyed over my 27 years. Delta leaders will have my back when I make a decision.
AA: We’ll end with a fun one: What’s your favorite on-board snack?
AH: Biscoffs, of course!
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