TMR Unplugged: Real Talk…. With Delta Vacation’s Shannon
Welcome to this edition of TMR Unplugged, featuring Delta Vacations’ Shannon Holman, Director of Reservations and Group Sales & Service!
This series is your chance to unplug and hear directly from some of the travel industry’s frontline leaders.
Based in Minot, North Dakota, Shannon shares the travel moments that shaped her perspective on accessibility, the destinations that inspire her most, and even her surprising hobby as a professional BBQ competitor.
Take a breather and get to know the people who help bring exceptional travel experiences to life — starting with Shannon.
What’s a personal travel experience that had a big impact on you?
One of the most impactful travel experiences I’ve had was traveling with someone who was paraplegic. It opened my eyes to the critical importance of ADA laws and accessibility of accommodations not just in infrastructure, but in attitudes and awareness. During our trip, a group of strangers stepped in without hesitation to help move this passenger into a pool so they could join the rest of our group. Watching the joy on their face in that moment was unforgettable. It reminded me how easily many of us take these experiences for granted, and how transformative it can be when inclusion is prioritized. That moment has stayed with me for years and strengthened my belief that everyone deserves the chance to experience joy, connection, and adventure—no matter where they are in the world.
If you weren’t in this role, what would you be doing?
I always joke with my husband that when I retire, I will become a barista. There’s something quietly noble and joyful about the idea of being a barista—crafting the perfect cup, exchanging smiles with morning regulars, and learning everyone’s “usual.” It’s a role full of warmth, rhythm, and a little bit of artistry.
What is your “why” when it comes to your job?
My “why” is our people. Everything we accomplish is because of their dedication, compassion, and professionalism. Our employees are on the front lines of everyday-fielding calls, solving problems, and making each interaction feel warm and personal. Despite the pace and pressure, they show up with care, grace, and a genuine desire to help others. That kind of spirit can’t be taught, it comes from within, and I’m constantly inspired by it. Their strength is what fuels our success, and they’re the heart of everything we do.
What’s a small thing travelers can do that makes your job easier?
Verify the spelling of your name on all legal documentation before you travel. It may seem minor, but matching your ID exactly is key to getting through TSA without delays or complications. A single letter off can lead to unnecessary stress, extra scrutiny, or even missed flights. Taking a moment to double-check ensures a smooth, efficient experience for everyone involved—and lets the journey begin on a much better note.
How has working in the travel industry changed your perspective on the world?
Working in the travel industry has truly broadened my worldview. It’s given me the privilege to learn from others, their cultures, traditions, and approaches to inclusion. Every interaction is an opportunity to see the world through someone else’s lens, and that creates a deeper understanding and appreciation for our shared humanity. Whether it’s a conversation, a story, or a moment of connection, I’ve come to realize that travel isn’t just about destinations, it’s about people. And those experiences have shaped both my professional outlook and personal values in meaningful ways.
What is your favorite destination?
It’s hard to choose just one favorite destination, but for me, it’s a toss-up between Cabo San Lucas and Costa Rica—each holds its own magic. Cabo draws me in with its stunning coastal beauty, from the iconic arch at Land’s End to the vibrant beaches and lively atmosphere. There’s a special kind of energy there, where luxury meets adventure, and every sunset feels like a celebration.
Costa Rica, on the other hand, offers a completely different kind of serenity. Its lush landscapes and biodiversity are breathtaking, and there’s something grounding about the “pura vida” lifestyle that seeps into every experience. Whether it’s hiking through cloud forests, soaking in hot springs, or learning about the rich cultural blend along the coasts, Costa Rica is a place that invites you to slow down and connect.
Both destinations have left lasting impressions on me—but for very different reasons. One energizes, the other soothes. And in that way, they balance each other out perfectly.
What was your most memorable group, and why?
One of my most memorable group travel experiences was a recent trip to Costa Rica with a group of travel advisors. From the moment we arrived, there was an incredible energy—enthusiastic, curious, and full of camaraderie. We bonded quickly, sharing stories, laughter, and new experiences, and those connections turned into lasting friendships. One of the highlights was a zipline tour through the lush rainforest, where we cheered each other on and soaked in the breathtaking views together. It was more than just a fun adventure—it was a reminder of the joy that comes from connecting with others and embracing the unexpected moments that travel so often gifts us.
Tell us something about yourself that most people don’t know!
As a hobby, my husband and I are professional BBQ competitors competing in the Masters Series with the Kansas City BBQ Society. When not at work, we travel across the US to cook for strangers in parking lots and fairgrounds.
How do you handle difficult or unexpected situations with travelers?
Navigating the unexpected is where the heart of travel truly shows. Whether it’s a missed connection, a weather delay, or an issue with accommodations, I focus first on listening—understanding the traveler’s concern and acknowledging their frustration. Then, it’s about staying solution-oriented: exploring options, involving the right people, and keeping communication clear and kind. I’ve found that a calm tone and genuine effort go a long way in turning a stressful moment into a memorable one for the right reasons. Every challenge is a chance to show care, restore confidence, and, often, make an impression that lasts far beyond the trip itself.
What is your favorite restaurant or food item/drink on the menu?
When it comes to food, I’ll never say no to a good Mexican restaurant—there isn’t one I don’t love. No matter what city I’m in, that’s always my go-to cuisine. Lately, my favorite menu item has been quesabirria.
