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Delta Air Lines is suspending its special services suite for members of Congress, citing a lack of resources amid the ongoing partial government shutdown. Transportation Security Administration (TSA) officers across the country have continued to work without pay since mid-February, but staff shortages have led to severe congestion and waiting times at security lines nationwide.
The Trump Administration has since dispatched Immigration and Customs Enforcement (ICE) agents to over a dozen airports to provide cover. While many TSA agents have objected to this move, early reports suggest the burden on security lines has eased off since their deployment.
Delta Suspends Congress Special Services
In a statement released on Tuesday, the Atlanta-based carrier said it is temporarily suspending specialty services to members of Congress amid an “increasingly difficult” operating environment. Lawmakers flying with Delta will no longer receive VIP perks, such as expedited screening, airport escorts and priority customer service, as the airline’s resources are stretched to their limit. According to Delta, while this suspension is in place, members of Congress will be treated as regular customers according to their SkyMiles status.
However, one of the carrier’s special hotlines will remain active, offering priority treatment when making reservations. The Capital Desk is a dedicated line that provides assistance with bookings and reservation changes, as well as offering government rates for eligible public servants. Delta CEO Ed Bastian has been vocal in criticizing the government over its handling of TSA pay, branding it “inexcusable” and “ridiculous” that the country’s security staff are not being paid. The airline added in a statement,
“Due to the impact on resources from the longstanding government shutdown, Delta will temporarily suspend specialty services to members of Congress flying Delta. Next to safety, Delta’s No. 1 priority is taking care of our people and customers, which has become increasingly difficult in the current environment.”
What Exactly Are These Special Services?
Members of Congress are typically frequent fliers, regularly shuttling back and forth between Washington, D.C. and their home constituencies. Given their prominent public profile, Delta and other US airlines offer a suite of VIP services to streamline their airport experience.
Delta’s team of “Red Coats” consists of its elite customer service agents, who typically assist premium and VIP customers. Congress members will usually have a personal Red Coat airport escort meet them at the curb, alongside expedited check-in and security access. This is on top of priority treatment for reservations, such as last-minute changes, seat upgrades, and priority rebooking.
As per a Reuters report, Delta is not alone in providing special services for members of Congress, with most major US carriers also offering VIP treatment for the nation’s lawmakers. No other US airline has yet issued a statement regarding their own special services, although ten airline CEOs, including Delta’s Bastian, recently signed an open letter to Congress urging TSA pay to be restored.
“The Country Is At Stake”: TSA Absences Are So Bad That Some Airports Could Just Shut Down
Even at larger hubs, absences are are high as 38%.
Delta Staff Are Helping Out With Security
As Simple Flying reported this week, Delta ground staff have been forced to step in at security lanes to improve passenger flow. While they are not authorized to perform physical screenings or operate X-ray machines, they have provided support services, such as directing traffic, as well as distributing refreshments amid queues stretching as long as six hours.
Approximately 50,000 TSA workers have been impacted by the current funding freeze, working without pay for over a month. This has inevitably led to sky-high absentee rates, with some airports seeing call-out rates as high as 50%. Delta’s 
Hartsfield-Jackson Atlanta International Airport (ATL) hub has been one of the worst-affected, with an absentee rate of 41.5% on Sunday.
ICE agents have been deployed at 14 airports, including Atlanta, as of Monday, and their presence has reportedly improved waiting times in the majority of cases. Nonetheless, passengers are still being advised to arrive at their departure airports at least three or four hours ahead of time, and to expect significant delays.
