Delta Air Lines canceled hundreds of flights on Monday as it struggled to recover from a global software outage that had grounded and delayed flights for three days.
On Sunday alone, Delta canceled 1,300 flights and experienced 1,600 delays, according to FlightAware. The airline had previously canceled over 3,500 Delta and Delta Connection flights between Friday and Saturday.
As of about 8 a.m. ET on Monday, Delta had canceled 626 flights and delayed 144, representing roughly 20% of its scheduled operations. In comparison, American Airlines canceled only 38 flights and delayed 155, which is about 5% of its planned flights.
The issues at Delta were the result of a faulty software update by cybersecurity firm CrowdStrike late Thursday night. This defect affected Microsoft’s Windows operating systems, resulting in corporate users losing access to their systems, while some encountered the infamous “Blue Screen of Death.”
The incident had widespread effects, impacting various sectors, including healthcare providers, delivery companies, retailers, and financial institutions, with airlines and airports facing the brunt of the disruption. On Friday alone, over 46,000 flights were delayed and an additional 5,171 were canceled, with Delta being the most affected airline.
Delta CEO Ed Bastian expressed regret in a statement on Sunday, emphasizing that canceling a flight is a last resort. He extended his apologies to all affected customers, acknowledging the difficulties that come with travel disruptions.
Bastian noted that Delta relies heavily on Microsoft Windows for many applications, including tools for tracking crew operations, which failed to process changes due to the software shut down. To assist customers, Delta has offered a travel waiver allowing free flight changes, along with meal vouchers, hotel accommodations, and transport options.
Transportation Secretary Pete Buttigieg stated on social media that the Department of Transportation received “hundreds of complaints” regarding Delta’s management of the disruptions. He insisted that Delta must ensure refunds, free rebooking, and prompt reimbursements for food and hotel expenses to the affected travelers.
“No one should be stranded at an airport overnight or stuck on hold for hours waiting to talk to a customer service agent,” Buttigieg remarked.