Delta Air Lines faced significant disruptions on Monday, canceling hundreds of flights as it struggled to recover from a severe global software outage that affected flights worldwide for three consecutive days.
The Atlanta-based airline reported canceling 1,300 flights and delaying 1,600 on Sunday, according to FlightAware. Between Friday and Saturday, Delta and its regional partners had canceled more than 3,500 flights.
As of around 8 a.m. ET on Monday, Delta had canceled 626 flights and delayed 144, accounting for roughly 20% of its scheduled operations. In contrast, American Airlines had a much lower impact, canceling just 38 flights and delaying 155, representing about 5% of its planned flights.
The disruptions were linked to a faulty software update from cybersecurity firm CrowdStrike that occurred late Thursday night. This update caused problems with Microsoft’s Windows operating systems, preventing corporate users from accessing their systems and leading some to experience the infamous “Blue Screen of Death.”
Various industries were impacted by the incident, including healthcare, delivery services, retail, and finance. However, airlines and airports experienced some of the most severe consequences: on Friday alone, over 46,000 flights were delayed and 5,171 were canceled, with Delta suffering the greatest losses.
Delta CEO Ed Bastian expressed regret over the disruptions, stating, “Canceling a flight is always a last resort, and something we don’t take lightly. I want to apologize to every one of you who have been impacted 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 highlighted that Delta relies on a vast array of applications utilizing Microsoft Windows, including a tool for tracking crew assignments which was hampered by the software issues. In response, Delta has introduced a travel waiver allowing customers to change their flights free of charge, in addition to providing meal vouchers, hotel accommodations, and transportation.
Transportation Secretary Pete Buttigieg noted on social media that his department had received “hundreds of complaints” regarding Delta’s management of the situation. He emphasized that Delta must offer refunds, facilitate free rebooking, and ensure timely reimbursements for food and lodging expenses incurred by affected 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 asserted.