Allison Ausband knows a thing or two about what makes someone a Delta Air Lines person. After all, she’s been one for four decades.
“It’s a culture of being humble but driven,” she told a room of students at the UGA Chapel on Nov. 12. “What we do every day is hard, and we have to count on each other. So, we look for people who are all in on teamwork, no matter the job. We’ve had many people who are smart and talented, but if they don’t fit the culture, it’s really hard to be successful.”
Ausband (ABJ ’83) appeared on campus for the annual Mason Public Leadership Lecture presented by Terry’s Institute for Leadership Advancement.
Ranked 15th on Fortune magazine’s 2025 list of the 100 Best Companies to Work For, Delta is known for its people-first culture. As executive vice president and chief people officer, Ausband ensures the airline’s more than 100,000 employees have the resources and support they need to thrive.
“For us, it’s about listening intently,” she said. “More importantly, it’s one thing to listen, but you’ve got to make sure you’re acting on what you’re hearing as a leader.”
Denied a public relations job at Delta out of college, Ausband followed advice from a family friend to “start on the front line.” Hired as a flight attendant, she traveled the world while immersing herself in the company’s core mission.
“The aisle on that airplane is 17-and-a-half inches wide,” she laughed. “You’re right there with humanity on your right and left every time the plane takes off, and you learn incredible life lessons. It broadened my horizons. … I was joining a company that serves a higher purpose.”
Ausband rose through the ranks at Delta over the next 40 years, including positions overseeing in-flight service operations and reservation sales and customer care. At the height of the pandemic, she was promoted to EVP and chief customer experience officer.
“We were losing $100 million a day,” she said. “There was nobody in the airport. There might have been two people on an airplane. But for us, it was about communication with our people. We were doing town halls every day, saying, ‘This is what’s going on.’ There were days we didn’t know the answer, but we were communicating every second of every day.”
Thanks in large part to her steady leadership during that turbulent time, Ausband was named chief people officer.
As an executive, she makes a point to connect with employees on the front lines. Ausband led the development of the Behind the Wings program where corporate staff volunteer for duties such as helping customers check in or find their way around the airport.
“One of our values is servant leadership, and I’m a firm believer that if you’re going to live up to that value, you’ve got to be able to walk in the shoes of the people you support,” she said.
Ausband also serves as the executive sponsor of Delta’s efforts to combat human trafficking, which include training employees to recognize warning signs and offering internships and other opportunities within the company to trafficking survivors.
“Working with our partners, we found out that 70% of survivors say they were brought to the U.S. on an airplane,” she said. “That was a call to action for us. Our people are all over the world, and we can do something.”
Ausband advised students to follow their passions in the pursuit of career success, but also to give back.
“Don’t do it just to put it on your résumé. Make sure you’re passionate about it because if you’re passionate about it, you’re going to do incredible things. And not only is it going to help the community, but it’s going to fill your cup, too.”
Part of the Terry Leadership Speaker Series, the Mason Public Leadership Lecture features business leaders who have contributed significantly to their communities or spent time in a public service role. It is supported by a donation from Terry alumnus Keith Mason (BBA ’82, JD ’85).