Delta Air Lines, Inc.

Order 2007-11-6
OST-2007-26781 - Violations of 49 USC 41712 and 14 CFR Part 234

Issued and Served November 19, 2007

Consent Order | Word

The Enforcement Office’s investigation revealed a significant lack of compliance with section 234.11 by Delta employees.  In 2006 and 2007, staff in the Enforcement Office made a number of telephone calls to Delta’s reservations system to determine if Delta’s employees were providing passengers on-time performance information upon request. Delta failed to provide the requested on-time performance information to callers during a substantial number of those calls.  During those calls, Delta reservations agents indicated they did not have on-time performance information to provide for some of the flights.

In mitigation, Delta states that the failure of Delta reservations agents to disclose OTP data with respect to Delta Connection flights was caused by an unknown and unforeseen computer software problem, which Delta discovered and fixed prior to the receipt of any enforcement inquiry from the Department on this issue. Delta notes that the software problem only affected certain Delta Connection flights and only with respect to customers that used Delta’s internal reservations systems and that customers using global distribution systems or Delta’s website (which account for about 80% of Delta’s bookings) were not affected by the computer problem.

By: Rosalind Knapp