Melanie Fleming never planned for a career in aviation.
A journalism major in college and former news station staffer in Hawaii, she originally took an airport job in Washington State to make some extra money while job hunting. But what started as a part-time gig turned into a calling.
“I grew up on an island, so I didn’t travel much,” Melanie says. “When I moved to Washington, the airport just seemed like it would be an interesting place to be. I applied, got the job and that was the starting point of my career in aviation — I just didn’t realize it yet.”
In 2016, after ISS won a contract to support American Airlines, a colleague encouraged Melanie to join the ISS team. She accepted, stepping into a Cabin Service Manager role in Seattle, which was a moment that re-shaped her life’s trajectory.
By putting a passion for hospitality at the forefront, Melanie quickly became an indispensable part of the ISS Aviation team, helping stand up operations in Seattle and supporting additional transitions across the country. Her operational insight and people-first approach stood out to leaders, eventually earning her a promotion to District Manager in Tampa, Florida, where she led both cabin services and launched a new passenger services operation.
“Each move taught me something new,” Melanie says. “Even when it was tough, I knew I was growing, and that motivated me to keep going.”
In 2022, after her brief but formative stint in Tampa, Melanie stepped into her current role as Key Account Manager, overseeing a dozen accounts and helping drive performance and hospitality excellence across the network. Now an industry veteran, she remains surprised by what first drew her in and what’s kept her passionate about her career.
“It’s the bond,” she explains. “The aviation industry is incredibly collaborative and connected. To get a plane cleaned, serviced, loaded, secured and boarded takes so many people from different backgrounds, companies and roles all working together. That teamwork develops a sense of family.”
That spirit of collaboration is especially vital today, as the industry evolves to prioritize not just efficiency, but empathy. “It used to be all about cleanliness or on-time performance,” Melanie says. “Now, more than ever, it’s about hospitality and the experience of the passenger.”
She points to a recent conversation with a client in Philadelphia who noted that in a customer survey, hospitality ranked higher than flight timeliness or cleanliness. “People want to feel seen, helped and cared for. That personal connection makes all the difference.”
Melanie sees this shift reflected in airport design as well. From local art and music to open, welcoming layouts, she believes airports are becoming “places people actually want to be,” instead of places that simply facilitate travel.
As for the future? Melanie remains hopeful about the trajectory of the aviation industry.
“There are so many exciting innovations and technology upgrades, like automated wheelchairs that ease mobility challenges, for example,” she says. “But the heart of our work will always be human. We can’t lose that. People still want to be greeted, helped and heard by another person.”
For her, it comes down to empowering teams to embrace that mindset. “I tell our agents, you’re not ‘just’ a cleaner or a check-in agent. You’re an important part of the traveler’s experience — and that’s one of the most powerful things you can do.”
From her early days at the airport to her leadership role today, Melanie’s journey is a testament to the power of growth, grit and genuine care for others.
“Every day, I try to give my team what ISS gave me: support, belief and an opportunity to lead.”