Delta Air Lines faced significant disruptions on Monday, canceling hundreds of flights as it struggled to recover from a global software outage that had grounded and delayed flights for three days.
The Atlanta-based airline canceled 1,300 flights and delayed 1,600 on Sunday, according to FlightAware. Between Friday and Saturday, Delta and Delta Connection canceled over 3,500 flights. By around 8 a.m. ET on Monday, Delta had canceled 626 flights and delayed another 144, representing about 20% of its scheduled operations. In comparison, American Airlines canceled just 38 flights and delayed 155, which is about 5% of its planned operations.
The root of Delta’s troubles was linked to a flawed software update by cybersecurity firm CrowdStrike that was implemented late Thursday night. This defect affected Microsoft’s Windows operating systems, leaving several corporate users without access and encountering the infamous “Blue Screen of Death.”
The outage affected numerous industries, including healthcare, delivery services, retail, and financial institutions, with airlines and airports experiencing the most significant impact. On Friday alone, over 46,000 flights were delayed and 5,171 canceled, as reported by FlightAware, with Delta being the hardest hit.
Delta CEO Ed Bastian expressed regret for the disruptions, noting, “Canceling a flight is always a last resort, and something we don’t take lightly.” He apologized to all affected customers, emphasizing Delta’s commitment to connecting the world and the challenges posed by travel interruptions.
Bastian highlighted that a “significant number” of Delta’s applications rely on Microsoft Windows, including a crucial tool for crew tracking that could not process changes due to the system disruption. To assist travelers, Delta has introduced a travel waiver allowing customers to change flights without charge and is offering meal vouchers, hotel accommodations, and transportation options.
Following the disruptions, Transportation Secretary Pete Buttigieg reported receiving “hundreds of complaints” regarding Delta’s response to the situation. He stressed that Delta is required to offer refunds, free rebooking, and timely reimbursements for meals and lodging to affected passengers. Buttigieg also emphasized that no one should be left stranded at airports or stuck on hold for extended periods while trying to reach customer service.