Delta Air Lines is canceling hundreds of flights — far more than its competitors — and its strained scheduling system is largely to blame, Business Insider has learned.
Since Friday, Delta has canceled about 500 flights, while American Airlines and United Airlines have canceled a combined total of 80 flights. Delta canceled some flights in recent days within hours of boarding.
“We apologize to our customers for higher than usual cancellations this weekend due to crew resources,” a spokesperson told Business Insider in an emailed statement.
An internal memo obtained by Business Insider sheds more light on the crew problems.
The April 24 memo by Ryan Gumm, senior vice president of Flight Operations, cited a sharp decline in pilots taking on extra flights beyond their regular schedules. Acceptance rates for these open trips have plunged to 2% from about 37% year over year. That collapse has slowed Delta’s ability to fill last-minute staffing gaps, the memo said.
To fill the gaps, Delta is using a complex staffing system, known internally as 23.M.7, to cover trips quickly. This system can be inefficient, incentivizing pilots to pick up unstaffed trips while leaving holes elsewhere. It also means that Delta is typically paying pilots a premium for these last-minute trip fills.
“23.M.7, never intended for consistent daily operations, is now being used 10 to 15 times more than last year,” the memo said. The company is currently renegotiating the union contract, which requires the use of the pilot scheduling system in certain circumstances.
Where does that leave Delta?
Flight operations-related cancellations are now more than 10 times higher than historical levels and account for 35% of Delta’s mainline cancellations, up from just 7% last year, the memo said. Flight operations refer to the company’s staffing function, versus cancellations due to weather or other reasons.
Delta is required to work with travelers whose flights have been canceled to find the next available option at no extra cost; those affected may be able to claim some compensation, such as travel credit, hotel rooms, or cash.
The Delta spokesperson said the recent cancellations are “not consistent with the operational reliability that Delta is known for and has our full attention.”
To help alleviate pressure, Delta has been increasing pilot reserve levels and accelerating pilot hiring, the spokesperson said. The company has 20% more pilots than in 2019, they said.
“Our operation today is far more complex than it was 15 years ago, yet many elements of trip coverage, scheduling practices, and pilot access haven’t evolved at the same pace,” Gumm wrote. “We can’t rely on old structures and expect improved outcomes.”
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