That is HORRIBLE! I know darn well how the system works and I'd NEVER allow a pet to travel without me. It's the only way to be sure THEIR best interests are looked after and not the airlines "records". I think even if it were a furried friend, they would have suffered. What a tragedy. The sole responsibility here falls squarely on Delta. Everyone in this situation was promised a service...a LIFE was put in their hands for transport. If they cannot provide that service, they shouldn't say they can and shouldn't be taking peoples money for a service they clearly cannot supply. Doesn't take a rocket scientist to know when it's FREEZING out, you put the "live luggage" first on the priority list. I wonder what percent of flights have animals on board. I can't imagine that many. So I would hope they would treat these special passengers as just that...special.
I have a friend who moved from FL to NYC. She has three cats. She paid for two friends to fly with one cat each (three was the airline limit.one per person). I thought that was a true purrent.
I've heard so many stories of people traveling or shipping pets that ended badly. I wouldn't let my kitty out of my sight if I were forced to relocate.
So very sad.