Delta Air Lines faced significant disruptions on Monday, deciding to cancel hundreds of flights as it dealt with the aftermath of a global software outage that hampered travel for three consecutive days.
On Sunday alone, the Atlanta-based airline scrapped 1,300 flights and delayed 1,600, as reported by FlightAware. In total, Delta and Delta Connection had previously canceled over 3,500 flights from Friday to Saturday.
By approximately 8 a.m. ET on Monday, Delta reported the cancellation of 626 flights and delays affecting 144, accounting for roughly 20% of its scheduled operations. In contrast, American Airlines managed to cancel only 38 flights, with 155 delays, representing about 5% of its planned operations.
The disruptions were linked to a failed software update by cybersecurity firm CrowdStrike late Thursday. The faulty update affected Microsoft’s Windows operating systems, resulting in corporate users losing access to critical systems, and some even encountering the notorious “Blue Screen of Death.”
The impact was widespread, affecting various sectors including healthcare, delivery, retail, and financial services. Airlines, however, experienced particularly severe consequences, with more than 46,000 flights delayed and over 5,000 canceled on Friday alone, with Delta suffering the most.
Delta CEO Ed Bastian expressed regret for the inconvenience caused, emphasizing that canceling flights is not a decision made lightly. He reassured customers that Delta understands the challenges posed by travel disruptions.
Bastian highlighted that Delta relies on numerous applications using Microsoft Windows, including essential tools for crew tracking that were unable to function due to the system failure. To mitigate the situation, Delta introduced a travel waiver allowing passengers to change their flights for free, along with offering meal vouchers, hotel accommodations, and transportation.
Transportation Secretary Pete Buttigieg announced on social media that his department received “hundreds of complaints” regarding Delta’s response to the disruptions. He emphasized that Delta is obliged to offer refunds, facilitate free rebooking, and ensure prompt reimbursements for affected customers’ food and lodging expenses.
“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.