DOT investigates Delta Air Lines as thousands of travelers remain in limbo
The U.S. Department of Transportation has announced an investigation into Delta Air Lines because the airline has canceled thousands of flights.
Straight Arrow News
- A man without a ticket on a Delta Air Lines flight was escorted off the plane after following a family to their gate and boarding the aircraft.
- The man had a valid boarding pass and identification for another flight on the same day.
- The aircraft had to be evacuated and a security check was carried out, which took about one and a half to two hours.
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Lauren Benton said something was wrong as she exited the Transportation Security Administration checkpoint on her way to her flight.
She and her husband, Nathan, and their two children, ages 9 and 6, flew home to Georgia on Delta Air Lines from Washington Dulles International Airport on Aug. 2. Benton said a man who was standing near her family at the checkpoint began following them to their gate. At one point, she said, the man even went into the women’s restroom while Benton was there with her daughter.
“My heart sank,” Benton told USA TODAY. “With our children, we tried to make them feel safe at all times.”
Benton said the man continued to follow them even as her family boarded the plane during early boarding and sat in her row of seats. At that point, she knew she had to say something as her children were becoming increasingly agitated. She called over a flight attendant and discreetly informed her of the situation.
Eventually, the man was escorted off the plane. He did not have a boarding pass for the flight Benton was on with her family, but he did have a boarding pass and valid ID for another flight that day.
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Because the man did not have a ticket for the Delta flight, the plane had to be evacuated and a security check conducted, which Benton said took about one and a half to two hours.
The TSA, the Metropolitan Washington Airports Authority, which operates Dulles Airport, and Delta confirmed the incident in separate statements.
The TSA told Benton it was investigating the incident, but said in a statement to USA TODAY that there were no lapses at the checkpoint because the man had a valid boarding pass and ID.
MWAA confirmed that the man was escorted off the plane, but said no charges were filed and he ultimately flew on to his original destination.
Delta also said it was investigating the incident because the man was able to board one of its aircraft without a valid boarding pass.
“Delta has procedures in place for gate agents and flight crew to verify prior to departure that individuals on board the aircraft are customers booked on that particular flight. Delta is investigating the matter internally and has been in contact with airport authorities in connection with that investigation,” the statement said.
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Benton said she couldn’t understand how the mistake could have happened.
“Only people who belonged on the plane should have been allowed on the plane. I would like to know how this could have happened,” she said. “We live in the post-9/11 era and people think this is not possible, but it is possible.”
Authorities said the man who was following Benton appeared to have mental health issues. Benton said she understood her fellow passengers’ problems, but added that that was no excuse for such security lapses.
“I understand the mental health crisis we have in the United States, but I will not allow mental health to be used as an excuse for (jeopardizing) my family’s safety,” Benton said. She also acknowledged that she and her husband could have brought their concerns to airport authorities earlier, but they tried to remain calm so as not to upset their children.
Benton said she hopes those involved in this situation will work harder to prevent similar failures in the future, but in the meantime, she and her family will develop their own safety plan.
“Don’t be complacent,” she said. “Be willing to voice your opinion.”
Zach Wichter is a travel reporter for USA TODAY based in New York. Reach him at [email protected].
