Delta Air Lines faced significant challenges on Monday as it continued to deal with the fallout from a global software outage that led to widespread flight cancellations and delays over the weekend.
On Sunday alone, the Atlanta-based airline canceled approximately 1,300 flights and delayed about 1,600, according to FlightAware data. This followed a staggering more than 3,500 cancellations and delays affecting Delta and its partner Delta Connection flights from Friday to Saturday.
As of Monday morning, Delta had already canceled 626 flights and delayed 144, which accounted for around 20% of its planned operations. In contrast, American Airlines managed to cancel only 38 flights and delayed 155, representing about 5% of its schedule.
The disruption originated from an unsuccessful software update executed by cybersecurity firm CrowdStrike late Thursday night. This faulty update affected Microsoft’s Windows operating systems and caused significant access issues for corporate users, with some experiencing the notorious “Blue Screen of Death.”
The incident had a cascading effect, impacting numerous sectors, including healthcare, delivery services, retail, and finance, but the aviation industry felt the brunt of it. Over 46,000 flights were delayed, with another 5,171 canceled on Friday alone, according to FlightAware, and Delta was the most severely impacted.
Delta CEO Ed Bastian expressed regret over the situation, stating that canceling flights is a measure of last resort and that the airline is committed to addressing travel disruptions. He announced that Delta is facilitating changes by offering travel waivers and providing affected customers with meal vouchers, hotel accommodations, and transportation services.
In response to the disruption, Secretary of Transportation Pete Buttigieg reported that the department received hundreds of complaints regarding Delta’s handling of the situation. He emphasized that Delta needs to offer refunds, free rebooking options, and prompt reimbursements for expenses related to food and lodging for those affected.
Buttigieg underscored the importance of customer care, stating, “No one should be stranded at an airport overnight or stuck on hold for hours waiting to talk to a customer service agent.”