Twyla Balstad has been a valued member of the Envoy team for the past nine years, serving as a Flight Attendant based at Chicago O’Hare International Airport (ORD).

Her colleagues describe her as a bright light in the crew room, often bringing in pizza or treats to lift everyone’s spirits. Twyla never misses a chance to lift others up, she’s known for regularly telling her teammates, “I appreciate you.” It’s clear her kindness and teamwork leave a lasting impression.

Thanks to her dedication to her colleagues and our customers, Twyla received a 2024 Envoy President’s Award. We caught up with Twyla to learn more about her journey and what keeps her motivated. Here’s what she had to say.

Can you tell us about your career path and what led you to your current position?

I got my degree and worked in the Agronomy field until I decided to be a stay-at-home mom. Once the kids were old enough, I worked in retail for 16 years. Ten years ago, my husband was transferred for work, and I, very reluctantly, followed. At that point, I was at a crossroads. I needed a new career, I wanted something challenging and fun.

That’s when I stumbled onto an ad for a little part-time job with Envoy at the Rochester Airport (ROC). I got the job!

We did it all! From checking in passengers, to deboarding/boarding the planes. We handled and loaded cargo, and I can definitively say that yes, pigs do fly. We even were deicing planes, (which truth be told was my least favorite part of the job!). We would also push the planes out with the tugs.

Every single time I pushed a plane back, I found myself thinking, “I want to go along.” One day, I must have said it out loud, because the captain said “There’s a hiring event in Chicago next week. Go. Enjoy. Sign up.” So, I did.

I talked to my husband, and he said something that I will always cherish. He said, “Twyla, you sacrificed your career for mine. It’s time for you to find something you love to do.” And with his support, I went to Chicago and left with a conditional job offer to be an Envoy Flight Attendant. I’ve never looked back!

I loved the people I worked with in Rochester. They were incredible and I really enjoyed my position there. But being a flight attendant? This doesn’t feel like work. It’s an honor.

What do you believe sets your approach to work apart from others?

When I mentor new hires on Initial Operating Experience (IOE), I tell them: being a flight attendant is a lot like running your own business. You get out of it what you put into it. If you show up with half your energy, you’ll get a mediocre day. But if you show up and truly invest yourself, that energy comes back to you tenfold.

It’s extraordinary to be part of people’s lives during such intimate moments: reunions, farewells, celebrations, and grief. We carry people to the biggest days of their lives, and sometimes just their most ordinary ones. No two days are the same, and you never quite know what the next flight will bring.

What is the most valuable lesson you’ve learned throughout your career?

This job helped me walk through the hardest chapter of my life: losing my husband. It’s brought me friendships, travel and healing. I’m endlessly grateful for the journey, because in the end, everything fell into place. And I wouldn’t change a thing.

Are there any hobbies or interests outside of work that you’re passionate about?

I collect sea glass, bike, fish, hunt, garden, read, put puzzles together, ski both downhill and cross country, roller skate, ice skate, and play cards and games (those of you who have been delayed with me can attest to this!).

And then there is traveling! But the highlight of my life is spending quality time with my family and friends.

Are there any memorable moments or significant milestones in your career that stand out to you?

Being nominated as President’s Award winner by your peers is a very special honor. Another cherished honor that I have been given with Envoy is to work charter flights. One was for Hershel “Woody” Williams family as they took in the final celebrations of his remarkable life. This was such an incredible privilege and honor to help his family celebrate his accomplishments and say their final farewells.

The second charter was to fly for Gary Sinise’s “Lieutenant Dan Band.” We transported the band around for four days where they performed at three different venues. We were able to participate in all of the activities that both of these charter events had scheduled. Priceless memories were made.