Delta Air Lines says its operations are stabilising after storms swept through its main hub in Atlanta, prompting a massive disruption that saw more than 3200 flights cancelled.
The carrier’s customers were still facing delays on Sunday and at least 150 flights were cancelled as the airline struggled to find flight crews who could operate within federally-mandated duty guidelines.
The severe weather hit Delta’s hub, Hartsfield-Jackson International Airport in Atlanta, on Wednesday.
The weather was so bad that the US Federal Aviation Administration issued a five-hour “ground stop” for flights at the airport, through which about 60 per cent of the airline’s aircraft pass.
Storms at other Delta hubs on Thursday exacerbated the situation as did the timing in the busy US spring break.
The airline struggled to recover as it suffered its worst bout of cancellations since computer problems with reservations and operations computers crippled it in August, 2016.
“We know this is extremely frustrating for our customers and we apologize for that,’’ the airline said Sunday. “Delta teams continue to work around the clock to fully reset our operation and keep customers informed.
The airline offered fare waivers over the weekend offering a refund for the unused portion of a ticket if a flight is cancelled or delayed for more than 90 minutes. Customers whose flights were not cancelled could make a one-off change to their ticket without incurring the usual fees.
However, that was little solace for the thousands of Delta passengers stuck in long queues, attempting to locate their baggage, or spending long periods on the phone.
Delta has acknowledged that its recovery effort — hampered by the positioning of aircraft, crew roster limitations and insufficient customer service staff — could have been better.
Delta chief operating officer Gil West said last week: “We are grateful for your patience and want you to know that we, as always, learn from these experiences.
“While we can’t control the weather, we understand the resulting recovery has not been ideal and we apologize for that.”
