Carrie Hicks recently celebrated her three year anniversary as an Envoy Flight Attendant. Though she sees hundreds of new faces every day, she makes a point to ensure each passenger on her flight feels appreciated.

“She’s always extremely pleasant, not only with status members but with everyone who boards the flight,” said one nominator. “She makes sure each person’s journey feels special and personalized. Even through extended weather delays and diversions, she keeps our passengers comfortable and cared for throughout the whole trip.”

Carrie’s commitment to consistently providing quality customer care is what earned her the 2024 Envoy President’s Award.

We asked Carrie to share more about her journey with Envoy and some of her memorable moments from the skies.

What inspired you to pursue a career in aviation? Can you tell us about your career path and what led you to your current position?

I have always been fascinated with flying and have a desire for adventure and traveling the world. In my prior careers, I worked in the law enforcement and medical fields. I felt with having over 20 years of experience with those careers, I would be the right person to be a flight attendant.

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

I am a very open-minded individual and I have a kind heart. I feel like I can relate to people on all levels with compassion and care.

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

I have experienced many memorable moments – some more challenging than others. One of the more memorable times was also rather sobering; during preparation for takeoff, I went through all the normal procedures and announcements and noticed one passenger was still engaged in a call on their phone for a couple of minutes after concluding my announcement.

We were already a little behind, so I wanted to try and get the show on the road and encourage this passenger to finish up her call. As I approached her, I sensed something might’ve been wrong because of her posture and how she was holding the phone. I gently informed her we were about to start pushing back and I needed her to please conclude her call before we got underway. She apologized and responded that she’d just found out over that call she’d lost her mother.

Needless to say, my heart just broke for her. I notified the rest of my crew of the situation, and we found time to help a hurting soul in what moments we could. We arrived at our destination on schedule thanks to tailwinds and fair skies – I’m pretty sure the universe just knew she needed a moment. Once we landed and taxied to the gate, she came up to me and hugged me tight and thanked me for my kindness.

How do you stay motivated and maintain high standards in your work?

When you love what you do and show a smile, it goes a long way. I love helping customers. Whether they’re on the way to celebrate a beautiful occasion or they need someone to care as they travel to say goodbye to a loved one.

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

I treasure the time I spend with family and friends, including my fur babies! I love traveling and exploring new destinations.