Delta Air Lines has faced significant challenges as it canceled hundreds of flights on Monday, struggling to recover from a global software outage that grounded and caused delays across the globe for three days.
On Sunday alone, Delta canceled approximately 1,300 flights and delayed 1,600, according to FlightAware. Between Friday and Saturday, over 3,500 flights from Delta and Delta Connection were canceled.
As of 8 a.m. ET on Monday, Delta had grounded 626 flights and delayed 144, impacting about 20% of its scheduled operations. In comparison, American Airlines canceled only 38 flights and delayed 155, roughly 5% of its planned flights.
The disruption originated from a faulty software update conducted by cybersecurity firm CrowdStrike late Thursday. This defect affected Microsoft’s Windows operating systems, leaving many corporate users unable to access their systems, with some experiencing the notorious “Blue Screen of Death.”
Various industries, including healthcare, delivery services, retail, and finance, were impacted by the incident, but the airline sector was particularly hard hit. On Friday alone, over 46,000 flights experienced delays, and 5,171 were canceled, with Delta suffering the most.
Delta CEO Ed Bastian expressed regret, stating, “Canceling a flight is always a last resort, and something we don’t take lightly. I want to apologize to everyone affected by these events. Delta is in the business of connecting the world, and we understand how difficult it can be when your travels are disrupted.”
Bastian noted that many of Delta’s applications rely on Microsoft Windows, including a crucial crew tracking tool that failed to manage changes due to the system shutdown. In light of the situation, Delta has introduced a travel waiver allowing customers to change their flights without charge, along with providing meal vouchers, hotel accommodation, and transportation assistance.
Secretary of Transportation Pete Buttigieg addressed the issue on social media, revealing that the department received “hundreds of complaints” about Delta’s response to the disruptions. He emphasized that Delta is obligated to offer refunds, facilitate free rebooking, and ensure prompt reimbursements for food and hotel costs incurred by impacted passengers.
“No one should be stranded at an airport overnight or stuck on hold for hours waiting to talk to a customer service agent,” Buttigieg stated.