Trip Reports - DL - Denver-Cincinnati - Engine Fire - Flight 2120 - 6/18/01

I'm also posting this self-explanatory letter on the Delta Forum

SkyMiles Gold Medallion Number XXXXXXXX

Dear Sir or Madam:

I was on flight 2120 on June 18, 2001 from Denver to Cincinnati. Approximately 5-10 minutes after take off from Denver, there was a loud clattering noise and smoke poured from the vents. The cockpit and cabin crews kept excellent composure and handled the situation in a calm professional manner. The captain announced that we had lost an engine. For this, I would like to commend their actions. We were able to land back in Denver relatively smoothly and taxi to back to the gate after the airport fire crew checked out the plane.

Back in the gate and terminal, however, the way the situation was handled in the worse possible way. I had used the Airphone to rebook my flight back just after landing, at a cost of probably $30 since I was on for approximately 10 minutes. Since I was in seat 26C, by the time I was able to get off the plane, the line for the gate agent was at least 20 people long. No Delta personnel was at the gate door to calm and reassure the deplaning people. There was only one person working at the gate counter. Several people went over to the next gate and was told to just come back to this gate. I gave up and went all the way back out to the main check-in ticket counter since the line wasn’t moving at all. The reaction of the people at the ticket counter was that wasn’t I there just a little while ago? I was placed on the next Delta flight 626, approximately 4 hours later. Nothing was offered for the situation. Upon pressing, I was given a cab voucher for upon arrival back in Cincinnati and a $10 meal voucher. I asked for a Crown Room Club pass so that I could calm down and was refused.

The crew from 2120 flew back as passengers on 626. I found out that the Pilot said that this type of situation had never happened in his 21 years of flying had looked for possible landing sites short of Denver Airport in fields etc. Also, when two of the flight attendants from 2120 boarded 626 they were in tears. From this it is obvious that the situation was more serious than was announced on board. I must say that I agree with the handling on board since they could cause panic if they didn’t act calmly.

However, I found the handling by the ground crew to be absolutely atrocious after such a serious incident. The treatment was similar to rebooking a cancelled flight that never boarded passengers. Also, I feel that compensation should have been offered to the passengers not only for the 4-hour delay but also for the emotional trauma.

As a loyal Delta customer, I await your response to the way that this situation was handled.

peteropny

Thank you very much for posting this letter! The pilots and the F/As handled this urgent situation very well and kept their professional manners. May I ask what aircraft is operating this particular flight?

But the DL ground agents handled this situation in a non-understanding and non-professional manners. I remember I was on an AS flight, which lost their pressurization system and was forced to land at LAS immediately. The ground agents and the F/As were comforting passengers once on the ground. AS sent out a whole team of agents helping us on rebooking us and providing accommodation. They smiled and worked very hard. They handed out air care kits to everyone and gave everyone a free lunch coupon on nearby fast food stores. Then gave us more dinner and breakfast coupons, as the flights were further delayed. I also recalled Jetblue having a similar incident. Its A320 skidded off the runway at JFK during landing. The passengers were bused to the terminal, and then given a mobile phone each to call home, and given lunch at the gate, and rebooked on the next flight. Airlines, especially major carriers, always had an emergency plan for these unexpected and unfortunate occurences. I recalled my AS flights had three agents at the gate and couple more agents in the checkin area... the line still moved very slowly due to the long process of rebooking and hotel accommodation... I can imagine what happen on your flight.

Anyway, I am thankful that all the passengers are safely back to the ground, and hope DL will treat your letter with the attention that it deserves.

Carfield

I just find it short of amazing that Delta let the crew back on the next plane, even though they were flying in the back. This is the type of incident that begs for some type of critical incident stress debriefing..it's just not "another" flight, and they should not have put the crew back up in the air, even as passengers, without allowing them the chance to talk with someone and deal with their emotions. Your mention that some of the employees were in tears indicates, to me, that there were some issues that needed to be dealt with.

Were any type of counseling services provided to passengers and crew to deal with this incident?

Aircraft was a Boeing 757. There were no counselors or even any extra ground staff available to help passengers.

Wow!, thanks for this TR Peter!
You've further affirmed my decision never to fly Delta.

As to AS, the staff are just total troopers
and are really true to the meaning of the words "customer SERVICE". Now, if they could just improve their departure/on-time record, I'd probably fly them a lot more.

JD