KSL INVESTIGATES

Delta Mistake Bumps Non-Stop Travelers To Flights With Layovers

Jul 27, 2021, 7:47 PM | Updated: 8:03 pm

SALT LAKE CITY — Travelers who were booked on non-stop flights from Salt Lake City to various Hawaiian Islands were frustrated over the weekend after their travel time nearly doubled because they had been bumped to a flight with a layover.

Doug Wren, a travel agent with Wren International, said little changes in flight itineraries are not uncommon, but this wasn’t a “little” change.

“It is an inconvenience,” he said. “This doesn’t seem right. It doesn’t feel right.”

The KSL Investigators confirmed at least four families traveling to Hawaii from Salt Lake were kicked off their direct flights and put on flights with layovers.

Wren expects there are more.

“I do think it’s a tip of the iceberg,” he said.

One family traveling this week to Maui was notified that they will now have to make a stop in Los Angeles.

Two families scheduled to fly in August learned they now have layovers in Los Angeles and Seattle. The nonstop return flights also saw folks bumped.

One family heading to Honolulu in August learned that on the way home, they would have to go east to Minneapolis to catch a flight back to Salt lake City.

Each itinerary meant the travel time was more than doubling.

What’s unique is in every single one of these cases, the original non-stop flight is still available.

Anthony Black, a spokesperson for Delta Airlines, said over the phone Tuesday that a human error was responsible for all of this.

Delta made the decision to bring in different planes for these various flights. It’s a common move, said Black.

The ticketed passengers should have been automatically moved onto the new place, but instead, they were accidentally canceled, at which point the Delta system went to work rerouting people.

Black said Delta is currently working to “auto-correct” the issues and get travelers back to their original itineraries.

Impacted travelers should be getting an email from Delta, Black said, stating that their flight was “impacted by a scheduling issue that inadvertently moved you to a different flight.”

“Unless you have already made changes through My Trips or by contacting one of our specialists, we have corrected the issue and returned your itinerary to the best available option,” the email reads. “In most cases, your itinerary was returned to your original flight(s). However, in some cases your original flight was affected by a schedule change and therefore we have rebooked you on the best alternative itinerary. You do not need to take further action.”

The KSL Investigators confirmed that the travelers who contacted KSL about the issue who are scheduled to leave have been returned to their original flight.

Compounding the issue is Delta is currently experiencing massive wait times for people to get through to customer service, sometimes six to eight hours, or longer.

One traveler who contacted KSL about their Hawaii flight said that, after sitting on hold for more than five hours, she was able to get back onto the originally scheduled itinerary.

When asked about the phone delays, Black said they expect the wait times to go down in the coming weeks.

The airline is bringing back operators who retired as contractors and are hiring new operators, but the biggest factor in the delays will inevitably peter-out as folks who are holding onto travel credits they got in 2020 use them up, and as the travel industry settles back into normalcy and flights are booked further out.

Black apologized on behalf of Delta for the “hassle and headache.”

KSL 5 TV Live

Top Stories

KSL Investigates

...
Matt Gephardt & Sloan Schrage, KSL TV

What are the rules for airline travel credits?

After canceling a beach vacation to Hawaii, a Utah woman believes she has $1,400 in flight credits. Ongoing flight cancellations have plagued the summer travel season, and a lot of travelers are being made whole with flight credits rather than refunds.
24 hours ago
FILE PHOTO - Shown are a smartphone and computer....
Matt Gephardt

Can a company pull the rebate runaround?

When a West Valley City woman took up Verizon on a rebate offer to upgrade but could not get the rebate, she contacted the KSL Investigators for help.
7 days ago
FILE PHOTO...
Daniella Rivera

KSL Investigates: How is Utah’s new self-defense law impacting justice?

Is a new Utah self-defense law improving our justice system or leading to unintended consequences? The KSL Investigators analyzed a full year of cases.
8 days ago
...
Matt Gephardt & Sloan Schrage

Utah home sellers drop asking prices as market slows from a frenzied pace

For years, Utah has been one of the nation's hottest real estate markets, but now it appears to be cooling as sellers are slashing prices.
8 days ago
FILE (Getty Images)...
Matt Gephardt & Sloan Schrage, KSL TV

Gephardt Busts Inflation: How you can save money by switching from one of the big three wireless carriers to an MVNO

We have all heard of the big guys of wireless networks - Verizon, AT&T and T-Mobile. But many smaller carriers use the same infrastructure as the big three and for you that means you can get the service you need for much less by switching to one of the other guys.
11 days ago
FILE...
Matt Gephardt

Utah regulators take action against store they say failed to deliver furniture or refunds dozens of times

Imagine paying a deposit for expensive furniture only to have the company vanish before you get your stuff. It happened to several Utahns and now, the store has been cited by the State of Utah.
12 days ago

Sponsored Articles

tips how to quit smoking...

7 Tips How to Quit Smoking | Quitting Smoking Might be One of the Hardest Things You Ever Do but Here’s Where You Can Start

Quitting smoking cigarettes can be incredibly difficult. Here are 7 tips how to quit smoking to help you on your quitting journey.
Photo: Storyblocks...
Blue Stakes of Utah 811

Blue Stakes of Utah 811: 5 Reasons To Call 811 Before You Dig When Working in Your Yard

Call before you dig. Even at home, you could end up with serious injuries or broken utilities just because you didn't call Blue Stakes of Utah 811.
Days of...
Days of '47 Rodeo

TRIVIA: How well do you know your rodeo? Take this quiz before you go to the Days of ’47!

The Utah Days of ’47 Rodeo presented by Zions Bank is a one-of-a-kind Gold Medal Rodeo being held July 20-23, 25 at 7:30 PM. The Days of ’47 Rodeo How well do you know your rodeo trivia? Take the quiz to test your know-all before heading out to the Days of ’47 Rodeo at the […]
cyber security through multi factor authentication setup...
Les Olson IT

How multi factor authentication setup helps companies stay safe

Multi factor authentication (MFA) setup is an important security measure that every company should implement for their workers. It’s also wise to install it for your personal and home accounts.
...
Lighting Design

Check out these stunning lamps with stained glass shades

Lamps with stained glass shades are statement pieces that are more than simply aesthetic. They also meet a functional requirement: to light up a room.
Address Bar of internet browser shows internet access...
AARP Utah

Utah voters 50+ support increased access to Internet

The AARP surveyed Utah voters aged 50 plus about internet access and if they support the expansion of broadband, especially in rural areas currently lacking it.
Delta Mistake Bumps Non-Stop Travelers To Flights With Layovers