Sonjay Murray

Sonjay Murray brings a strong background in community engagement, public service, and customer advocacy to her role at Delta Air Lines. She earned both her Bachelor of Arts in sociology and her Master of Social Work from Syracuse University, academic experiences that shaped her people-centered approach to service. She began her career with Girl Scouts of the USA as a Membership and Community Development Liaison for the Northeast region, working with diverse communities to expand access and engagement.

She later joined the U.S. Department of Justice, contributing to mission-driven work at the federal level. After taking time to focus on starting and raising her family, Sonjay reentered the workforce with the Brooklyn District Attorney’s Office, where she served on the community affairs team, supporting outreach efforts and strengthening relationships between the DA’s office and local communities.

In 2021, Sonjay joined Delta Air Lines as a Customer Service Agent on the Airport Customer Service (ASC) team at John F. Kennedy International Airport. In this role, she supports passengers at one of Delta’s most important global gateways. As a frontline representative of Delta, Sonjay plays a key role in delivering reliable, customer-focused service, assisting travelers through every stage of their journey. She is dedicated to upholding Delta’s commitment to operational excellence and safety while creating a welcoming atmosphere at one of the world’s busiest airports.

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How did you begin your career in aviation or at the airports?

Sonjay Murray: My career in aviation began long before I ever worked at an airport — it started in 1970 on my very first flight with Delta Air Lines. I was amazed by the genuine hospitality and courtesy shown by the Delta staff, and in that moment, I promised myself that one day I would become a “Delta person” too. That dream stayed with me for decades. In 2021, I took my first step toward that goal when I interviewed with Delta, and today I am proud to be working at JFK Airport for Delta Air Lines. I feel a deep sense of pride and accomplishment to be part of a company known for its excellence, consistently recognized across the industry for its operational performance, customer experience, and people first culture.

What are the essential skills that a new airport worker should possess to succeed?

Sonjay Murray: To succeed as a new airport worker, there are several essential skills that make a real difference. First, excellent communication is key — you need to clearly and respectfully communicate with passengers and team members, often from many different cultures and backgrounds, and sometimes in stressful situations. Strong customer service and courtesy help create a positive experience for travelers, whether greeting them, answering questions, or assisting with issues that arise. Professional appearance and pride in wearing the Delta uniform reflect the brand’s commitment to excellence and help set the right tone for every interaction. Being attentive to all situations, adaptable to change, and confident in handling unexpected challenges also ensures that service remains smooth and consistent, representative of Delta’s high standards. These skills — communication, cultural awareness, professionalism, and attentiveness — are widely recognized as essential for airport staff to perform effectively and contribute to a world class travel experience.

What is the most memorable moment in your aviation career or at the airports?

Sonjay Murray: One of the most memorable moments in my aviation career has been mastering My Delta Experience — the training program that shapes how we deliver the Delta Experience to every customer. Completing my training and celebrating that achievement with classmates and coworkers from many different cultures and parts of the world was especially meaningful, because it reflected the teamwork and shared pride we all bring to our work. Being part of a company that celebrates excellence every day and feeling that sense of accomplishment with others who have the same passion made it a truly unforgettable moment.

What distinguishes the New York metropolitan area from other aviation and airport markets?

Sonjay Murray: The New York metropolitan aviation market is truly unique for several reasons. First, it is served by three major commercial airports – John F. Kennedy International Airport, LaGuardia Airport, and Newark Liberty International Airport – which together form one of the largest and most complex airport systems in the United States and a major global gateway for domestic and international travelers.

Because of its size and strategic importance, the New York area operates in some of the busiest and most challenging airspace in the world, requiring advanced coordination and making the market highly competitive among airlines.

Culturally and commercially, New York itself is a diverse global hub -with world class attractions, a rich mix of people and backgrounds, and a constant flow of business and tourism which drives huge passenger demand and connects the region with cities everywhere. That combination of high traffic volumes, major international connections, and a vibrant metropolitan environment makes the New York aviation market stand out from other regions.

What is the biggest obstacle to finding an airport job in your area?

Sonjay Murray: One of the biggest obstacles to finding an airport job in the New York metropolitan area is the high level of competition for a limited number of positions. Because this region includes major hubs like JFK, LaGuardia, and Newark, many job seekers – both local and from around the country- apply for the same openings, making the hiring process competitive and sometimes slow. Another challenge is that certain roles, especially technical or specialized positions, require specific training, certifications, or experience, which can limit opportunities for those still building their qualifications. Additionally, the complexity and scale of the New York aviation market, with its high passenger volumes and operational demands, means some employers look for candidates who can step in quickly with strong skills and readiness. All of these factors together – competition, necessary qualifications, and the nature of a major aviation hub – can make finding an airport job here more challenging, even though opportunities still exist for those who are prepared and persistent.

How are the insights of women in leadership roles important in fostering innovation and the commitment to sustainability and inclusivity?

Sonjay Murray: Women in leadership bring diverse perspectives, empathy, and collaboration, which are essential for innovation and long-term success – especially in complex environments like the New York metropolitan aviation market and at Delta Air Lines. Their unique insights help drive creative solutions, strengthen teamwork, and support strategic thinking across departments. Studies and industry examples show that gender diverse leadership teams contribute to better decision making and more innovative outcomes, particularly when inclusion is a priority.

At Delta, women leaders are shaping key organizational initiatives in diversity, equity, and inclusion (DEI) and sustainability. For example, Delta’s Chief Diversity, Equity, Inclusion & Social Impact Officer, Keyra Lynn Johnson leads company-wide efforts that embed inclusive practices throughout operations and culture, helping ensure diverse perspectives are represented at all levels. Additionally, women in senior roles, such as Delta’s Chief Sustainability Officer, Amelia Deluca, help guide the airline’s long term sustainability strategies, blending strategic thinking and innovation to advance environmental goals and excellence in the industry.

Their leadership not only reinforces Delta’s commitment to inclusivity and sustainability but also inspires future generations of aviation professionals by showing what is possible when diverse voices are included and valued. This approach strengthens company culture, fosters innovation, and supports a broader commitment to sustainable operations in one of the world’s busiest aviation markets –  the New York area.