Delta Connection pilot returns to gate to board family traveling to funeral

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.

A pilot for an airline owned by Delta Air Lines Inc. (NYSE: DAL) made an unusual move when he decided to turn his plane around to pick up a family on the way to a family member’s funeral.

The pilot, Capt. Adam Cohen, said he saw the desperation on the faces of a family peering through airport windows, reports Cohen flies for Endeavor Air, a regional airline carrier owned by Delta Air Lines.


The family was late for the Tennessee-bound flight out of Minneapolis after a 90-minute delay in their flight to Minneapolis from Phoenix. They were on the way to the funeral of Jay W. Short, a 56-year-old husband and father of three who died on Dec. 16 after losing a battle to lung cancer about five months after being diagnosed, ABCNews reports.
Airline staff said they were too late and would not be able to get on the plane.
— "Delta pilot turns plane around to pick up family on way to funeral", Atlanta Business Chronicle

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!