Delta Air Lines faced significant challenges on Monday, canceling hundreds of flights as the airline continued to recover from a global software failure that disrupted operations for three days.
The Atlanta-based airline canceled approximately 1,300 flights and delayed around 1,600 on Sunday, according to FlightAware data. Before that, more than 3,500 Delta and Delta Connection flights were canceled between Friday and Saturday.
As of 8 a.m. ET on Monday, Delta had already canceled 626 flights and delayed 144, which accounted for roughly 20% of its scheduled operations. In contrast, American Airlines canceled only 38 flights and delayed 155, representing about 5% of its planned services.
The turmoil originated from a faulty software update by cybersecurity company CrowdStrike, implemented late Thursday night. This issue impacted Microsoft’s Windows operating systems, affecting corporate users’ access to their systems and leading to widespread complications, including the infamous “Blue Screen of Death.”
The incident had a ripple effect on numerous sectors, including healthcare, retail, delivery services, and financial institutions. However, airlines and airports bore the brunt of the disruption, with over 46,000 flight delays and more than 5,171 cancellations reported on Friday alone, as per FlightAware, with Delta being the most impacted.
Delta CEO Ed Bastian expressed regret over the cancellations in a Sunday statement, emphasizing that canceling flights is a last resort for the airline. He extended apologies to those affected and acknowledged the frustration caused by the disruptions, affirming Delta’s commitment to connecting the world.
Bastian noted that Delta relies on numerous applications utilizing Microsoft Windows, including a crucial crew tracking tool that failed to adapt to the systems outage. In response, Delta introduced a travel waiver allowing customers to change flights at no cost, alongside providing meal vouchers, hotel accommodations, and transportation options.
Transportation Secretary Pete Buttigieg reported receiving “hundreds of complaints” regarding Delta’s management of the situation. He asserted that Delta must ensure refunds, free rebooking, and prompt reimbursements for meals and hotel costs for its affected passengers. Buttigieg emphasized that no one should have to spend the night at an airport or endure lengthy waits to reach customer service representatives.