ROCHESTER, N.Y. — Passengers on Delta Flight 2472 on Sunday faced a frustrating delay after landing at Rochester’s airport, waiting more than two hours to deplane. The flight, which departed from Atlanta around 10pm, arrived on schedule around midnight but passengers were left sitting on the tarmac.
Carla Betlem, a passenger on the flight, described the situation: “Everyone was complaining, and asking when can we get off the plane,” she recalls, “they said there were two flights that were here waiting to be taken care of, then once they were taken care of, then our way in would be allowed.”
The delay stretched on, with passengers growing increasingly impatient. “We sat there for two hours and then nothing happened,” Betlem says. “Everyone kept questioning what was going on and then the pilot kept coming on saying, give us 15 more minutes, 15 more minutes.” The passengers were finally let off the plane about 2.5 hours after landing.
Rochester Airport Director Andy Moore explained the situation, attributing the issue to the airline. “If you have delays or cancellations or mechanical issues it starts backing up those particular flights and cluttering those gates that the airlines are using which then causes problems like we had last night,” Moore says.
Moore emphasized that the responsibilities for each flight, including ticketing, gate operations, and aircraft movement, fall under the airline’s jurisdiction. “Whether it’s your ticket counter, whether it’s your gate, whether it’s de-icing, whether it’s fueling, the aircraft movement to and from the gate, the jet bridge operation, that is all controlled and under the jurisdiction of that particular airline,” he says.
There are nine airlines at the airport, each relies on one of five subcontractors to manage those tasks and as News10NBC has reported, those contractors have struggled to keep up in the past.
“To have to sit on the plane for two hours is not a good customer experience,” Moore says. “Some of the contractors, are constantly training employees on how to operate jet bridges, how to operate tugs that move the aircraft in and out…There’s always a level of turnover which does cause some of these staffing issues that happen not only in Rochester, but at airports across the country our size.”
News10NBC’s Jennifer Lewke reports that the airport director has discussed these issues with the airlines and has been assured that improvements are underway.
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