More than 200 Delta Air Lines passengers were in a nightmare situation in Naples, Italy, after a canceled flight left them stranded with just 13 hotel rooms available. The ordeal was revealed through a viral TikTok clip that fueled widespread outrage and rekindled debates on airline responsibility during disruptions.
The experience started off when one flight from Atlanta to Naples was delayed for more than seven hours, before being canceled. The passengers were then transported to a nearby hotel by bus, only to find that Delta had reserved only 13 rooms for the entire group.
“[Delta] gets us all on a couple of buses… buses drop us off at a hotel…,” TikTok user @callmemomoney captioned in an overlay on the video. “And the 13 rooms Delta reserved for 200+ people isn’t sufficient… who would have thought. CRAZY.” The caption was, “Do better @delta. This is utterly ridiculous…”
Delta Responds Amid Online Backlash
In a subsequent remark, the TikTok user provided additional details, “Oh, and they had us find our rooms and take taxis because the buses dropped us off there.”
The clip, uploaded on May 27, is of a group of annoyed passengers outside the hotel, most with their bags and nowhere to stay. The video spread fast on the internet, attracting attention from mainstream media and evoking new criticism of the way airlines handle crises.
In response to the incident, Delta said of it to People magazine, “After a thorough review, we can confirm that all necessary accommodations were made for our customers during their time in Naples. This included hotel accommodations, transportation, and meals.” The airline also encouraged passengers who were affected to come forward for additional help.
Delta’s Italy Expansion Continues Despite Mishap
In spite of the Naples fiasco, Delta is further spreading its wings in Italy. Recently, it introduced new routes from US cities to Catania, Milan, and Rome, indicating a strong thrust into Southern Europe.
Nevertheless, the viral video is a grim reminder, while airlines expand, they need to improve their crisis management and customer service plans, too.
