"Do whatever it takes to not stress," said Pool, who often celebrates the holidays in advance with her family. "People get on a plane and are stuck for so many hours. It's not a fun journey if you're stressed."

Pool tends to find joy in many of her flights, whether it's holding a baby as nervous parents stow their bags, talking to military personnel heading home on leave, or helping people with disabilities get settled.

"Most of the time they're preoccupied, but every once in a while they'll offer to take you home for Thanksgiving," she said. "Elderly people especially realize you're not going to be with your family."

She also knows that something larger might be stressing out her customers.

"Everyone's not always traveling for happy events," she said. "They might be fighting tears. It could be their first year without a spouse or they're going to a funeral. Everyone's not going to Grandma's for dinner. I try to be extra sensitive to it."