Members of our TechOps team were among the aviation professionals Wednesday evening who removed the damaged Delta Connection aircraft from a Toronto Pearson International Airport runway.
The removal took several hours in coordination with the Greater Toronto Airports Authority and Air Canada – who provided additional recovery experts and specialized equipment – and was done after receiving permission from the Transportation Safety Board of Canada.
Delta Care Team members are continuing their work in Toronto, connecting one-on-one with impacted customers and loved ones to share information and assist with accommodations, meals, transportation and any other needs. They’ll be on site for as long as customers need them to be and maintain connections beyond customers’ return home.
Members of Delta’s Airport Customer Service team are working to secure, identify and sort customers’ bags that were removed from the aircraft. With a goal of preserving and returning as many items to customers as quickly and safely as possible, Delta is working with a professional service to ensure any potentially harmful fluids from the accident are thoroughly cleaned from belongings. The extensive inspection and cleaning process could mean that it’s a matter of weeks before customers are reunited with some of their bags – one of the reasons Delta continues to provide support for any needs of impacted customers.
Reservations & Care assembled two teams of specially trained employees to support response efforts. A team of around 130 supported the Passenger Inquiry Center (PIC) line – a dedicated phone service that was quickly stood up for loved ones of those involved in the accident to reach Delta representatives for information. The information gathered was then passed on to the Phone Care team, comprised of 40+ employees working hand in hand with Delta’s Incident Response team in YYZ to coordinate travel, hotels, meals, transportation, etc.
Operations and Customer Center (OCC)
Delta’s and Endeavor Air’s operations centers managed a number of flight challenges in handling this event. Thanks to our OCC’s initial response and ongoing support, the Corporate Emergency Command Center (CECC) was activated quickly and has been operating 24/7.
Members of Endeavor Air and Delta Flight Operations teams will provide technical expertise and any other assistance requested in the investigation process.
On board, flight attendants have continued to uphold our standard and commitment to safety, while providing reassurance and taking care of our customers.
The Transportation Safety Board of Canada, the U.S. National Transportation Safety Board and other stakeholders are beginning their investigation, with Delta and Endeavor teams remaining in Toronto to cooperate fully as participants in the investigation.
For the most current official information regarding Delta Connection Flight 4819 operated by Endeavor Air, visit news.delta.com and @DeltaNewsHub on X.
