We often hear about the negative customer service events with airlines and companies in other industries. However, the actions of a pilot for Endeavor Air, a subsidiary of Delta Air Lines, exemplifies a compassionate level of service to which all companies should aspire. Captain Adam Cohen returned to the gate in Minneapolis to allow a family traveling to a family funeral to board the aircraft.
While Cohen likely violated company policy and could be in trouble with his employer, the airline is standing behind him, saying, "[His decision] is a great reflection of the human touch we want all Delta customers to experience when flying with us." Bravo, Delta Air Lines!