Lots of factors that go into this, but putting my airline pilot hat on, an hour is a bit excessive.

Here’s how it goes at my airline (not DL):

After 5 minutes we start calling the number listed for the transportation company. If they are close to being there, no big deal.

If it will be 10-15 minutes, or we can’t get ahold of them, we call scheduling. As pilots we don’t really get in trouble for not showing at a specific time, as long as the flight pushes on time. For flight attendants, they have a strict policy where they get points and reprimands for even being a minute late (which to me is absurd but I digress).

Once things hit a 20 minute mark, we (pilots) can arrange an Uber or taxi and submit an expense report after the fact. Flight attendants can now call scheduling and they can arrange a prepaid Uber.

Of course DL’s policy could be totally different, but I find it strange it took an hour to resolve this. I fly into JAN often as my in-laws live there and while it’s not a major urban city, there should be no issue in getting transportation.

My airline no longer relies on hotel-provided transportation as it’s been found to be too unreliable and they contract out to independent transportation companies instead.