Delta Air Lines’ pilot union has set up a website to apologize to customers for the carrier’s declining operational reliability. The site is genuinely useful and comes across as just being intended to help, but the undertone here is very clear. I must say, this is very well played on the part of the union.
In this post:
Delta pilots launch site to show customers they care
JonNYC flags how Delta’s chapter of the Air Line Pilots Association (ALPA) has set up a website about Delta’s lack of operational reliability. The URL is deltapilotscare.com (which almost reads like “Delta Pilot Scare” rather than “Delta Pilots Care”), and the intent is to explain to customers why some operational issues happen, and how customers can maximize their odds of having smooth travels.
The website starts with the following message, about how Delta pilots take pride in their jobs, with an explanation of why there might be operational issues:
Delta pilots take pride in providing our customers with the safe, reliable service that you deserve. As you travel with us this summer and beyond, we ask you to please remember the following:
- Delta pilots will continue to prioritize safety – every day and on every flight.
- We have been working on our days off in record numbers to help you get to your destination.
- We empathize and share in your frustration over the delays, cancellations, and disrupted travel plans you experienced. We agree; it is unacceptable.
As we welcome you aboard, we will continue to go above and beyond to get you safely to your destination. Delta prides itself on its premium product, and we want our customers to consistently receive the operational reliability you have come to expect when flying on Delta.
The website then shares a “Smart Traveler Playbook,” with useful tips for how to minimize your odds of things going wrong.
The website even reminds passengers of their rights under the law, even pointing out how customers can complain to the Department of Transportation (DOT) when things go wrong.
That all seems quite lovely, right? So why are Delta pilots doing this?
This is very smart messaging on the part of Delta pilots
If you just read through the above site quickly, you would assume that Delta pilots are just trying to be helpful, and there’s no ulterior motive here. As you can see, pilots don’t actually directly blame anyone for these issues. However, if you go through the site a second or third time, you might notice some things, and two points stand out to me in particular:
- The pilots are saying that the irregular operations being experienced are “unacceptable,” while stating that they’re doing everything they can to operate as reliably as possible; so that’s a pretty clear dig at management, because who else could be blamed?
- There’s a whole section about government websites about operational reliability, including encouraging customers to file a complaint with the DOT if they have a negative experience (and those complaints could ultimately count against Delta, since the number of complaints airlines receive is published)
So what’s going on here, exactly? Back in the day, Delta was known for its operational reliability, and it was a major competitive advantage. The airline even called itself the “on-time machine.” While Delta is still among the most operationally reliable US carriers, it’s not nearly as good as it used to be on this front.
There are many factors that have contributed to this. For example, Delta lost a lot of talent in its operations department during the pandemic, and it never seemed to fully get that back. The airline also hasn’t been investing in technology as much as it could.
However, the biggest issue as of late has been Delta’s inability to recover from operational meltdowns. The main cause of this is Delta’s pilot scheduling software, which creates a ridiculously convoluted system for assigning pilots trips during irregular operations.
This is an interesting reality for pilots. It ends up making it very lucrative for Delta pilots to pick up trips, so they like it. Furthermore, it’s in their pilot contract, so management can’t change the system currently in place, without making it something they can negotiate.
The timing here is likely no coincidence. Delta’s pilot contract becomes amendable as of December 31, 2026, so it seems pretty clear this effort is part of the union’s overall bargaining for a better product. “Oh, you want good operational reliability and a change to the trip assigning system for pilots? That’ll cost you!”
Bottom line
Delta pilots have published a website with the URL deltapilotscare.com, to tell customers how committed they are to operating reliably, and to give tips for what customers can do when things go wrong. That’s all lovely, but what’s interesting here is what the clear motive is.
Delta pilots talk about how the carrier’s operational reliability has become “unacceptable,” and about how customers can file complaints with the DOT if they’re not happy with their experience. This definitely seems clearly targeted at management, and the timing is no coincidence, given that contracts are soon up for negotiation.
What do you make of this website from Delta’s pilot union?
A delayed Delta flight in basic economy is better than an on time flight in Q Suites. I don't know what these people are complaining about.
Hair-brain Walter Mitty Dunn, posts:
“DL is running a reliable operation and is at or near the top of the industry”.
I ask, which industry? Certainly not the International Airlines Industry!
Management take: double the price of the first flight of the day
indeed, very smart messaging and even with my low expectations, i'm honestly pretty shocked that DL management let it get this far
I'd be interested to know how much of this is tied to having two super hubs in the east, JFK(LGA) and ATL subject to summer storms. Take a huge hub offline for a couple of hours while the airport is shut down and the entire operation suddenly turns into a fecal matter show.
ATL is a far superior operation than many other hubs including all of the Texas and Chicago hubs
Interesting how Tim mentions the DOT report but conveniently omits the applicable statistic from the report. In fact, he mentions Cancels -- the one statistic that is most applicable -- but only to talk about WN before quickly moving on to other usual rants about EWR vs JFK/LGA and MBR to try and throw a lot at the wall and hoping no one notices his misuse of the data he posts.
First, it's a report...
Interesting how Tim mentions the DOT report but conveniently omits the applicable statistic from the report. In fact, he mentions Cancels -- the one statistic that is most applicable -- but only to talk about WN before quickly moving on to other usual rants about EWR vs JFK/LGA and MBR to try and throw a lot at the wall and hoping no one notices his misuse of the data he posts.
First, it's a report by Operating carrier, not marketing carrier. It's interesting and applicable if you're Southwest or JetBlue with no regional network, but not very useful for network airlines that use regional lift.
But let's just look at Delta vs others.
I'm just going to look at May since you'd expect to see improvements vs YTD numbers before the summer travel peak started accelerating operational issues, like Delta management said it would.
The issue with Delta pilots has been a mix of delays but more about cancellations.
In the report Tim mentions:
Cancels:
AA: 1,324 cancelled flights out of 88,740 = 1.5% cancel rate (pretty lousy but May had a ton of weather at AA hubs shutting down major airports but still lousy)
DL: 1,144 cancelled flights out of 91,955 = 1.24% cancel rate (also pretty bad but not as bad as AA)
UA: 286 cancelled flights out of 74,200 = 0.38% cancel rate (pretty awesome vs DL and AA)
From this alone, the DOT report reaffirms what Delta's management said -- that Delta ops would not get better over the summer. They're deteriorating significantly relative to UA. That is a LOT of cancelled passengers in the month of May for Delta vs United. well into the tens of thousands more impacted passengers.
Flights on time:
AA: 75.1%
DL: 81% (AS is at 82.4% -- No, Delta is not ahead of AS in the latest report in the latest month of reporting and is, in fact, falling behind Alaska)
UA: 79.5%
Yet another great example of Tim using "data" but purposefully omitting the relevant data, glossing over it, then bringing up 6 other unrelated topics to obscure how deliberating he attempts to manipulate Data when he actually even bothers to use it.
Yes, Delta still has major operational issues vs United and they're only getting worse (April was 0.8% cancel rate for DL vs UA at 0.5%)
good on both Ben and Gary for covering this subject.
The DL pilots have nothing to stand on based on actual facts and data. DL is running a reliable operation and is at or near the top of the industry.
Only deception spewing people like Max would construe that the DOT prioritizes any single dataset over any other. They don't. They provide a comprehensive list of metrics, many of which are divided between...
good on both Ben and Gary for covering this subject.
The DL pilots have nothing to stand on based on actual facts and data. DL is running a reliable operation and is at or near the top of the industry.
Only deception spewing people like Max would construe that the DOT prioritizes any single dataset over any other. They don't. They provide a comprehensive list of metrics, many of which are divided between mainline and regional carriers
Whatever lead UA might have had over DL is gone. UA's on-time as a marketing airline is worse than DL as a marketing airline. DL's cancellation rate is now so near to UA's that only a few people would argue that there is any difference in real life.
and it is WN that wins in fewer cancellations but they have a much worse on-time.
UA operates a far higher percentage of its network on regional jets which will always have an inferior level of service to mainline.
The DOT provides the data so consumers can make their own choices as to what matters.
Few people would ding either DL or UA for the level of their operations right now but there never was and certainly is not now a basis for arguing that UA had or has an operational advantage.
They do still lose bags at a far higher rate than DL or WN.
"UA operates a far higher percentage of its network on regional jets which will always have an inferior level of service to mainline."
Completely false. And of the "Big Three" US airlines, it's AA that uses more RJs.
RJs, as a percentage of flights flown:
DL: +/- 26%
UA: +/- 36%
AA: +/- 43%
RJs, as a percentage of seat miles:
DL: +/- 5%
UA: +/- 6%
AA: +/-...
"UA operates a far higher percentage of its network on regional jets which will always have an inferior level of service to mainline."
Completely false. And of the "Big Three" US airlines, it's AA that uses more RJs.
RJs, as a percentage of flights flown:
DL: +/- 26%
UA: +/- 36%
AA: +/- 43%
RJs, as a percentage of seat miles:
DL: +/- 5%
UA: +/- 6%
AA: +/- 10%
You are either really bad at basic analysis, or you work off old information (which also makes you bad at basic analysis), or you really just go out of your way to try to make United look bad - which, again, makes you a propagandist. I think it's all three.
Pilot Paul, perhaps you have discovered the reason why Walter Mitty Dunn, was reportedly fired by Delta …. the lack of sound analytical knowledge?
"Only deception spewing people like Max would construe that the DOT prioritizes any single dataset over any other. They don't. They provide a comprehensive list of metrics, many of which are divided between mainline and regional carriers"
God even knows what you're trying to say. you're the one who brought up the DOT report but yes. Only Delta mainline is impacted by the Delta mainline pilot contract -- remember the one Delta says is causing...
"Only deception spewing people like Max would construe that the DOT prioritizes any single dataset over any other. They don't. They provide a comprehensive list of metrics, many of which are divided between mainline and regional carriers"
God even knows what you're trying to say. you're the one who brought up the DOT report but yes. Only Delta mainline is impacted by the Delta mainline pilot contract -- remember the one Delta says is causing all the operational issues?
But given the pilot issues are causing cancels and that cancellation rate is only ACCELERATING for delta, yes, Tim. No one is lying with stats except you who refuses to even use the one applicable statistic where the Pilot issue is causing the operational issues.
Delta is canceling far more flights going into the summer vs United and the cancel % spread between DL and UA is only growing in United's favor.
If you want to post DOT datasets, sTD, at least understand what they mean for your point before you get called out so easily... yet again
Now you can expect Tim to ignore what you said (which was 100% accurate) and pivot to something else in reply - Free Wifi, LAX expansion, A350-1000s, FAA limits on SFO/ORD/EWR, baggage handling, etc. He consistently fails to directly addresses solid arguments like you brought up.
Tim claims to be an airline analyst. He's really just a propagandist.
Delta’s operation is not and never has been inferior to United no matter how much you argue otherwise
See? As predicted, you didn't address any evidence presented to contradict your original assertions, and instead pivoted to something unrelated.
Nobody said United is running a better operation than Delta.
Everyone said Delta isn't running as good an operation as YOU claim, with data (DOT reports) and evidence (Delta pilots' website) to back it up.
Classic propagandist.
Tim and factually correct data have an interesting relationship - by interesting I mean a non-existent relationship.
I'd be curious to know how their software differs from what other airlines use.
Well compared to the shit show of Air Canada pathetic on time performance Delta is amazing.
Lack of competition in Canada, and few regulations mean lots of upset customers.
welp sounds like delta's CASM will be going up!!! enjoy the raise comrade pilots
Gary covered this just before Ben so it is worth copying my response on his website.
The DOT just released the July Air Travel Consumer Report yesterday which includes data through May.
In it, DL went to the best on-time position of all US airlines with a 0.1% lead over AS – which now includes HA.
the shocker is that B6 was just below AS followed with 0.1% separating each of the top 3...
Gary covered this just before Ben so it is worth copying my response on his website.
The DOT just released the July Air Travel Consumer Report yesterday which includes data through May.
In it, DL went to the best on-time position of all US airlines with a 0.1% lead over AS – which now includes HA.
the shocker is that B6 was just below AS followed with 0.1% separating each of the top 3 finishers.
UA was over 2% lower than B6 for 4th place and then AA was just over 1% lower than UA
Now defunct NK was at the bottom of the list but WN was 9th with almost 10% more flights delayed than the top 3.
WN’s performance on cancellation was better than any other big 4 carrier – showing that their strategy to not cancel flights subjects them to more delays. Allegiant did best again followed by B6; perhaps B6 is refocusing their operation and overcoming what was their biggest drawback – their lack of reliability.
UA, DL and AA were separated by about 0.4% in cancellations but even AA had only 1.5% of their flights cancelled.
as usual, UA is at the bottom of the industry in baggage handling.
the “advantage” in reliability that UA supposedly had over DL at the beginning of the year is over.
DL is still cancelling more flights than they historically did but they are just as reliable in on-time if not more so than competitors
The DL pilots like the UA fans will gain no traction in their argument about the lack of reliability of DL’s network because data says otherwise.
it is also worth noting that EWR again was the best performing NYC airport, something UA loves to tout but the difference was just 4% between EWR and JFK on-time for May and both were well above system on-time. Given that WN has a small presence in NYC and they were the laggard in on-time systemwide, it isn’t surprising that NYC’s airports did well overall.
but UA simply traded reliability at EWR for lower on-time at their other hubs including ORD and SFO; IAH didn’t do as well as other hubs but was better than DFW.
DL pilots do not like that DL is limiting their ability to drop their bid schedules and then pick up higher paying trips – a key feature of many US airline pilot contracts. DL is hiring pilots at a faster rate than they wanted but they are having to cover fewer open flights by limiting trip dropping.
Of course DL pilots don’t like what DL has done but it is either apparently allowed by the contract or DL is willing to do it anyway.
the argument that DL’s operation isn’t reliable isn’t even remotely supported by statistics.
Since DL reports its 2nd quarter financials in a week, they will realize they are still the best paid in the industry including with profit sharing that overshadows everyone else in the industry.
and the chances are that DL pilots and the rest of the industry will see far smaller gains on a new contract than were seen in post covid pilot contracts.
17 paragraphs of denial on a topic even Delta management says is not solved and won't be through the summer lol
You need help
nobody including me has denied that DL is not operating at near ZERO percent cancellation rates.
Their on-time is industry leading. Their baggage handling is far better than the competition. They involuntarily deny virtually no one.
You can't stand to admit that DL's pilot staffing issues still make it more reliable than its competitors that are supposedly running their best operation.
In the 1st five months of 2026 Delta cancelled 2.5% of its flights. Passengers were 35% (5,330 more cancellations) more likely to have their flight cancelled on Delta Air Lines than if they flew on United. If you take the regional flights out of it, Delta passengers were 92% more likely to have their flight cancelled than on United mainline because United does a good job of prioritizing flights carrying more passengers during FAA delay...
In the 1st five months of 2026 Delta cancelled 2.5% of its flights. Passengers were 35% (5,330 more cancellations) more likely to have their flight cancelled on Delta Air Lines than if they flew on United. If you take the regional flights out of it, Delta passengers were 92% more likely to have their flight cancelled than on United mainline because United does a good job of prioritizing flights carrying more passengers during FAA delay programs. As for on-time DL was on time 0.8% more often.
Back in 2018 Delta went 243 consecutive cancellation-free days. The days of CEO Richard Anderson and team are long gone.
Tim Dunn - who swears he's always been on the outside, looking in (not a former, nor a current, Delta employee), and somehow has more insights and knowledge than Delta's management and 16,000 Delta pilots.
Long Live King Tim!
Whatever Tim, why don’t UA and AA have their employees setting up websites that basically trash their operational performance? Do you think it’s because they’ve done a better job of managing their people? Like just tell me why you think it is that this happened to Delta?
To be fair I don’t think it’s the case that Delta’s operations are so much worse than the others etc. The problem is Delta advertises that it’s the...
Whatever Tim, why don’t UA and AA have their employees setting up websites that basically trash their operational performance? Do you think it’s because they’ve done a better job of managing their people? Like just tell me why you think it is that this happened to Delta?
To be fair I don’t think it’s the case that Delta’s operations are so much worse than the others etc. The problem is Delta advertises that it’s the best etc. charges a massive premium for it and then consistently doesn’t deliver.
Some days must be rough in your job of protecting Delta on the airline blogs.
JonNYC strikes/scoops again!
Between his ability to break stories to his in-depth analysis, the guy is the aviation insider nonpareil!
well, we already know ALPA is lying about delta reliability -- sTD has told us for weeks that's been solved. Somebody should tell ALPA -- and Delta who said it won't be fixed this summer.
At least give him credit that he's using real data to back up his points. Rambles a bit, but stats don't lie.