During a recent flight from Salt Lake City to Burbank, California, SkyWest Flight Attendant Shannon Dilling Damota was just going about her duties and doing her best to provide excellent customer service during an unfortunate delay. She didn’t think anything of it when she was entertaining kids and passing out snacks.

But to the Kaye family, Shannon’s efforts to take care of them and other passengers was everything they needed after a long and stressful day. The family, including two seven year olds and a two-year-old toddler, started their trip in Idaho but were faced with several delays and flight changes due to some unexpected operational issues at their departing airport.

“It seemed like everything that could go wrong, did go wrong,” said Mitch Kaye. “Luckily the day was saved thanks to the SkyWest crew, especially Shannon who went above and beyond for us.”

After landing in Salt Lake, the Kaye’s hurried to make their connecting flight to Burbank. Once onboard, the crew had to perform some troubleshooting due to the cabin lights flickering on and off, causing the aircraft to temporarily go dark. Shannon got out her flashlight and was busy keeping everyone entertained.

“When I heard their little girl say, ‘The monsters are coming,’ when the lights went off, I quickly grabbed my flashlight and started doing hand puppets to distract her. We also played peek-a-boo and I danced in the aisle like a fool to help calm everyone down. It worked, so it was worth it,” Shannon said laughing.

Shannon was also able to help the family move into their own row in the back of the aircraft, allowing their youngest to fall asleep on the late flight.

“Shannon went above and beyond for us and helped us get through our trip,” said Mitch. “Despite the delays and plane changes, she provided a great experience and made us appreciate flying. I work at a service department for a dealership and understand things like this happen from time to time and that things break down. For me, it’s how a team handles these situations that can set you apart from the competition and SkyWest was consistent and kept us updated throughout the day. We wouldn’t hesitate using SkyWest again.”

When Shannon received those kind words from the Kaye’s a few days later she couldn’t help but cry knowing her actions helped make a difference.

“They were happy tears,” Shannon said smiling. “It meant so much to me. I was just doing my job and honestly didn’t think anything of it. It just goes to show just how far kindness can go, especially in these chaotic times. You don’t know what someone else is going through and I just try to show kindness and help wherever I can. That’s what it’s all about!”

SkyWest’s team of aviation professionals, including our more than 4,000 flight attendants regularly go out of their way to ensure our passengers have a great travel experience on every flight. If you’re ready to make an impact, join the SkyWest team today.