Delta passengers stranded overnight due to customs issue in Alabama
- Two Delta flights from Mexico diverted to Montgomery, Alabama due to severe thunderstorms.
- Passengers were stranded on the tarmac overnight as the airport lacked customs facilities.
- Delta Air Lines is refunding affected customers and reviewing their procedures to prevent future incidents.
In the United States, two Delta Air Lines flights from Mexico were forced to divert to Montgomery, Alabama, due to severe thunderstorms impacting their original route towards Atlanta. Flight DL 1828, departing from Los Cabos, and Flight DL 599 from Mexico City both arrived at Montgomery Regional Airport on a Thursday evening, around 9:30 PM local time. However, the airports’ lack of U.S. Customs and Border Protection (CBP) facilities caused a significant delay for the passengers, as they could not disembark until customs personnel were available. Due to the inclement weather, all nearby airports with appropriate customs staffing, such as Birmingham-Shuttlesworth International Airport, were also rendered suitable for landing, prolonging the situation. Passengers were forced to remain on the planes through the night, with limited amenities such as cookies and water provided to them. Throughout this time, the crew was aware that the flights had exceeded the allowable working hours as a result of the diversion and were focused on ensuring the safety and comfort of the passengers. It wasn't until approximately 5:15 AM that the passengers were finally permitted to disembark, albeit under supervision and in groups. Upon entering the airport, they then faced further delays before boarding alternative flights to Atlanta. This ordeal lasted significantly longer than anyone had anticipated, leaving travelers frustrated as they sought to resume their journeys. Many passengers expressed their disappointment, noting the lack of timely communication and support from the airline during this unexpected event. Delta Air Lines subsequently issued an apology for the circumstances faced by the passengers, admitting that they did not meet their usual standards of customer service. The airline stated that they would take necessary steps to prevent such issues from reoccurring in the future and reflected upon their response during this incident to make improvements. In light of this experience, Delta has committed to refunding all affected travelers and reassessing their contingency practices for weather-related diversions.