Delta's nerve center prepares for winter travel challenges

Policy

Matthew Knopf, S.V.P. ‐ Deputy General Counsel | Delta Air Lines

By Sky Industry News

Dec 17, 2024

Delta Air Lines' Operations & Customer Center (OCC) is crucial in ensuring smooth operations, especially during the busy winter travel season. Pete Sansom, one of six OCC Duty Directors, describes his role as akin to a head coach, coordinating efforts across 36 departments to manage daily operations.

Sansom explains that working in the OCC is like solving a complex puzzle. "Working in the OCC can be like solving a big puzzle; just when you think you have it figured out, a piece is missing. The challenge is replacing that missing piece," he said. The primary goal is to ensure passengers reach their destinations safely while maintaining Delta's brand integrity.

The team prepares for winter by holding pre-winter deicing summits with local airports and Delta hubs in northern U.S., determining how many planes can be deiced per hour under various weather conditions. Sansom notes, "During winter weather events, we refer back to the numbers each station gives us for how many planes they can handle per hour."

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While some irregular operations (IROP), such as hurricanes or deicing events, can be anticipated, thunderstorms present unique challenges due to their unpredictability. In these cases, the OCC must plan for potential diversions and communicate with alternate airports.

"When conditions make it unsafe to land at the scheduled destination, a diversion is our biggest safety lever we can pull," Sansom explained. He likens diversion to a strategic move in football: "Diversion is not a failure – it’s almost like a punt in football."

Each IROP requires specific plans tailored to different scenarios and regions. This dynamic approach ensures adaptability and effective management of flight schedules during disruptions.

The OCC relies on its meteorology team for real-time weather monitoring and forecasts sent across the organization. When adverse weather affects certain areas, the OCC aims to isolate those events while keeping other flights operational.

Sansom reassures passengers of the team's dedication: "Just know that when you’re airborne sitting in seat 28A, there is a team of professionals doing all we can to get you to your destination as quickly and safely as possible."