Delta Air Lines faced significant operational challenges on Monday, canceling hundreds of flights as it attempted to recover from a global software outage that caused extensive delays and cancellations throughout the weekend.
The Atlanta-based airline reported the cancellation of 1,300 flights on Sunday and 1,600 delays, according to FlightAware. This followed over 3,500 cancellations of Delta and Delta Connection flights from Friday to Saturday.
By 8 a.m. ET on Monday, Delta had canceled 626 flights and delayed 144, representing about 20% of its scheduled operations. In contrast, American Airlines only canceled 38 flights and delayed 155, affecting about 5% of its planned routes.
The disruptions originated from a flawed software update by cybersecurity firm CrowdStrike late Thursday night, which adversely impacted Microsoft’s Windows operating systems. This left corporate users struggling with system access issues, including occurrences of the notorious “Blue Screen of Death.”
The incident had widespread ramifications across various industries, notably affecting healthcare providers, delivery services, retailers, and financial institutions. Airlines and airports bore the brunt of the impact, with over 46,000 flight delays and 5,171 cancellations reported on Friday alone, with Delta experiencing the worst of it.
Delta CEO Ed Bastian issued an apology to those affected, emphasizing that canceling flights is always a last resort. He acknowledged the company’s commitment to connecting people and the difficulties customers face when travel plans are disrupted.
Bastian noted that Delta relies heavily on Microsoft Windows for various applications, including a crew tracking tool that struggled to adapt to the system shutdown. To support customers during this period, Delta introduced a travel waiver allowing free flight changes, along with providing meal vouchers, hotel accommodations, and transportation.
Transportation Secretary Pete Buttigieg highlighted on social media that his department had received numerous complaints regarding Delta’s response to the situation. He emphasized the necessity for Delta to offer refunds, facilitate free rebooking, and ensure timely reimbursements for affected customers’ expenses, including food and lodging.
Buttigieg further stated that no one should have to endure extended waits in airports overnight or experience prolonged hold times to reach customer service.