Celebrating the Delta Red Coat who transforms everyday travel into unforgettable moments at Boston Logan
Tucked behind an unassuming door just steps from Gate A16 at Boston Logan International Airport lies a space that feels almost magical—an area that, through the creativity and spirit of one person, has transformed into what could be described as Delta Air Lines’ own version of Santa’s North Pole workshop. This charming retreat is the creation of Nancy Cohn, a Boston-based Red Coat whose reputation for elevating customer service has made her a beloved figure among colleagues and travelers alike.
Nancy’s workspace is a reflection of her personality: warm, vibrant, and full of surprises. Shelves lined with colorful trinkets, seasonal décor, and small tokens of appreciation give the room an almost storybook quality. It’s a place where she crafts countless gestures of kindness aimed at brightening the journeys of Delta customers. During a recent visit, she greeted me with a thoughtfully assembled bag filled with Boston-themed goodies—including a plush lobster—demonstrating exactly the sort of personal touch that has become her signature.
Her mission is simple yet deeply meaningful: to bring joy wherever it is needed. With her mobile cart stocked with treats, uplifting notes, and travel essentials, Nancy roams the terminal seeking opportunities to deliver comfort, encouragement, or simply a smile. She describes her work with a sense of gratitude and humility that belies the profound impact she has had over her 35-year Delta career.
“I am very fortunate and very lucky to do what I do,” Nancy said, reflecting on a role that has evolved far beyond its original definition. “My leaders trust me. They truly trust me and they rely on me, and I know that.” This trust has allowed her to cultivate a unique approach to customer experience—one that blends her keen intuition, compassion, and unwavering commitment to service.
Nancy attributes much of who she is to the way she was raised. Her parents, she explained, were determined to expose her to the world and teach her the importance of connecting with others. Her grandfather, who once served as the Queen of England’s representative in Trinidad to open the empire’s first customs house, became part of the family’s global tapestry. Each year, they traveled to visit him, encouraging young Nancy to explore unfamiliar environments and embrace diverse cultures.
But it wasn’t only international adventures that shaped her. She recalls a quieter but equally important life lesson from childhood: when a new family moved in across the street one summer, her parents encouraged her to walk over and introduce herself. It was a small act, but one that reinforced the value of stepping outside her comfort zone, initiating connection, and offering warmth—skills she uses every day in her work.
Her resilience—what many at Delta fondly refer to as “Delta grit”—is something she largely inherited from her mother. Nancy’s father passed away when she was young, leaving her mother to raise the children on her own. Despite the challenges, she ensured her kids were exposed to a wide world of experiences and completed their education debt-free. “She was an old-school mom,” Nancy said with affection. “Everything was about her kids.” Today, Nancy channels that same devotion toward her colleagues and the travelers she encounters.
Her passion for people shines through in countless stories of kindness. One of her longstanding partnerships is with the Make-A-Wish Foundation, where she helps create joyful, memorable experiences for children facing critical illnesses. She also collaborates with local and federal law enforcement agencies to orchestrate special airport moments for families and young travelers who may feel overwhelmed navigating large airports.
Another partnership close to her heart is with Spalding Rehabilitation Hospital. Nancy helps organize airport tours for patients who may feel anxious about traveling after injury or illness. These personalized visits often serve as the bridge between uncertainty and renewed confidence. For many, interacting with Nancy is not just informative—it is healing.
Her instinct to care for others was perhaps most clearly illustrated during an encounter with a woman seeking help for her mother, who felt ill before boarding a flight. Nancy immediately recognized the potential seriousness of the situation and gently urged the family to call paramedics instead of attempting the journey. When the daughter hesitated, concerned about disrupting their plans, Nancy spoke with the sincerity and firmness that define her approach.
“Ma’am, please make the right decision,” she recalled saying. She then turned to the daughter, adding, “Help me help your mother make the right decision.”
The paramedics confirmed that the woman’s condition required urgent medical attention. She was admitted to the hospital, where doctors discovered blood clots that could have proved fatal had she boarded the flight. Over the next week, Nancy stayed in touch with the family, offering support and helping coordinate resources during a stressful and emotional time. When the woman eventually recovered enough to travel, Nancy was there personally to welcome them back to the airport for their journey home. It was a moment filled with relief, gratitude, and the kind of human connection that stays with travelers long after their trip concludes.
Nancy’s dedication extends beyond emergency situations. She brings the same passion to everyday interactions—with employees just beginning their Delta careers, with frequent flyers navigating hectic schedules, with anxious parents shepherding toddlers through crowded gates. She takes time to coach new hires, answer questions, and help them understand Delta’s unique culture of care. In many ways, she is a steward not only of customer experience but of Delta’s identity.
Her love for travel is boundless, and she speaks with joy about her favorite destinations. Bali, Italy, and the South of France top the list, but she quickly notes that there is still much of the world she has yet to explore. Her curiosity mirrors the openness she encourages in others—an eagerness to learn, connect, and appreciate the richness of global perspectives. And when it comes to onboard snacks, she delights in the classics. “Like many of us, I love the Biscoff cookie,” she said with a laugh.
Throughout her decades with Delta, Nancy has witnessed many milestones, but one memory stands above the rest: the airline’s perseverance during the COVID-19 pandemic. She described the period with deep emotion, recalling the unity, creativity, and compassion that carried the team through unprecedented challenges. The way employees supported one another and the company, she said, reinforced everything she loves about Delta’s culture. And today, she works tirelessly to ensure that spirit continues to thrive, especially as new team members join the airline.
Nancy Cohn’s story is more than a profile of a dedicated employee—it is a testament to the profound impact one person can have through kindness, intuition, and genuine care. Behind a nondescript door at Boston Logan, she has created a haven of warmth and magic that touches thousands every year. But more importantly, she has woven herself into the heart of Delta’s identity, reminding everyone she meets that even in the rush of modern travel, compassion and humanity make all the difference.
Source link: https://news.delta.com