Nancy Cohn, a Red Coat at Boston Logan International Airport, has become known for her dedication to customer service and creating positive experiences for Delta Air Lines passengers. Her workspace near gate A16 is stocked with treats and decorations that she uses to surprise travelers.
Cohn has worked with Delta for 35 years and attributes her success to the trust of her leaders. “I am very fortunate and very lucky to do what I do,” she said. “My leaders trust me. They truly trust me and they rely on me, and I know that.”
She credits her upbringing for shaping her approach to work. Her parents encouraged her to meet new people and travel, which she says contributed to her resilience—a quality she refers to as “Delta grit.” After losing her father at a young age, Cohn’s mother ensured that she and her siblings had opportunities, including graduating from college without debt. “She was an old-school mom,” Cohn said. “Everything was about her kids.”
Cohn often works with organizations such as the Make-A-Wish Foundation and law enforcement agencies to create memorable moments for children. She also collaborates with Spalding Rehabilitation Hospital by providing airport tours for patients who may be anxious about flying.
In one instance, Cohn persuaded a passenger who was feeling unwell to see paramedics before boarding a flight. The passenger ended up being hospitalized with blood clots but made a full recovery after following Cohn’s advice.
Cohn also mentors new hires at Delta, sharing stories about the company’s culture and encouraging them to contribute positively. She recalled how teamwork helped sustain Delta through the COVID-19 pandemic: “It’s teaching them about the Delta culture and talking about it,” Cohn said. “What it was like then, what it’s like now, and what it can be like going forward.”
