Three days after a widespread software outage, one of the major airlines at Boston Logan Airport is still struggling to resume full service. As of 9:35 p.m. Monday, Delta Air Lines canceled 50 flights (27% of its total) to and from Logan Airport for the day, according to FlightAware. Another 80 flights were delayed. Delta Air Lines was forced to cancel 63 flights (35% of its total) to and from Boston on Sunday, both by far the most among airlines. “We’ve been here for almost 13 hours,” said Chris Forsyth, a traveler trying to fly to Los Angeles. Some passengers have been waiting in long customer service lines trying to rebook. Hundreds of bags from canceled flights were collected at baggage claim in Terminal A on Monday. Traveler Sarah Martinez was trying to contact the airline in multiple ways Monday for help. “I’m on hold, in another line, and in another line just to be safe,” she said. The airline was forced to cancel about 1,400 flights across the country on Sunday and hundreds more on Monday. Marisa Gomez, who was in Boston from San Francisco, said she and her daughters were taken off the plane Sunday night and are now waiting for a rescheduled departure on Wednesday. “We’re trying to find a hotel, but the prices are crazy. They’ve doubled since last night,” she said. Delta’s CEO said the CrowdStrike outage affected the airline’s crew tracking tool (which he called “one of Delta’s most important systems”) and rebooking system. The airline is offering waivers to affected passengers. “No one should be stranded at an airport overnight or waiting hours to speak to a customer service representative. I can assure you that our department will support Delta passengers by implementing all applicable passenger protections,” Transportation Secretary Pete Buttigieg said. Delta released the following statement about the issue at 2:30 p.m. Monday: Delta Air Lines employees worked Monday to get the airline’s complex global operations back on track after a faulty Windows update from cybersecurity vendor CrowdStrike rendered the company’s IT systems around the world inoperable. “Everyone across the company is working around the clock to get this operation to where it needs to be. Please take extreme care of our customers and each other over the next few days,” Delta CEO Ed Bastian said in a video message to employees on Monday. More than half of Delta’s IT systems worldwide are Windows-based. The CrowdStrike error forced Delta’s IT team to manually repair and restart each affected system, and applications needed additional time to sync and begin communicating with each other. Delta’s crews are fully staffed and ready to serve customers, but one of Delta’s most critical systems, which ensures crew members are in the right place at the right time for every flight, is highly complex and has required the most time and manual support to sync. Delta is committed to caring for customers affected by disruptions and cancellations, and is working to restore crew and aircraft following the disruptions. We are also taking the following steps to get it right for our customers: Travel Waiver Extension. Delta has extended a travel waiver for all customers who booked between July 19 and July 23. This waiver allows customers to make one change to their itinerary. For travel rebooked on or before July 28 in the same class of service as originally booked, customers will be waived for the fare difference. Customers are encouraged to manage their travel changes on delta.com or the Fly Delta app. Right to a Refund upon Request. Customers whose travel has been disrupted by a flight cancellation or significant delay may cancel their trip and receive an eCredit for the unused portion of their trip or request a refund at delta.com/refund. Issue SkyMiles program miles or travel vouchers in an amount based on your impacted travel. Cover eligible expenses incurred due to this flight disruption, such as meal vouchers, hotel accommodations (if available) and ground transportation. Reimbursement of Eligible Expenses. Customers who incurred expenses for hotels, meals and ground transportation while traveling during this operational disruption may apply for a refund of eligible expenses. * We will contact you about cancellation and rebooking options. Delta notifies customers of delays and cancellations to their trips through the Fly Delta app and text messages, and offers rebooking options that can be managed online. Customers can monitor and manage their itineraries on Delta.com or the Fly Delta app, but these online tools are experiencing heavy traffic and intermittent performance issues. Delta teams are working to stabilize these tools. Please also note that we have limited ability to respond to service messages on social media platforms such as X. *Delta will not refund prepaid expenses, such as hotel reservations, vacation experiences, wage loss, concert or other tickets, for your destination.
Three days after a widespread software outage, one of the major airlines at Boston Logan Airport is still struggling to resume full service.
As of 9:35 p.m. Monday, Delta had canceled 50 flights (27% of its total) to and from Logan International Airport for the day, according to FlightAware. An additional 80 flights were delayed.
Delta Air Lines was forced to cancel 63 flights to and from Boston on Sunday, or 35% of its total flights.
Both are far more than any other airline.
“We’ve been here for almost 13 hours now,” said Chris Forsyth, a tourist heading to Los Angeles.
Some passengers waited in long lines at customer service desks trying to rebook, and hundreds of bags from canceled flights were piled up at baggage claim in Terminal A on Monday.
Traveler Sarah Martinez tried various ways to get help from the airline on Monday.
“I’m on hold and I’ve got other calls coming in and I’m also in line just to be on the safe side,” she said.
The airline was forced to cancel about 1,400 flights across the country on Sunday and hundreds more on Monday.
Marissa Gomez, who came to Boston from San Francisco, said she and her daughters were removed from the plane Sunday night and are now awaiting a rescheduled departure for Wednesday.
“I’m trying to find a hotel but the prices are crazy high. They’ve doubled since last night,” she said.
Delta’s CEO said the CrowdStrike outage affected the airline’s crew tracking tool (which he called “one of Delta’s most critical systems”) and rebooking system, and the airline is offering waivers to affected customers.
“No one should be stranded in an airport overnight or wait hours to speak with a customer service representative. The Department of Transportation will ensure that Delta customers are supported by implementing all applicable passenger protections,” Transportation Secretary Pete Buttigieg said.
Delta Air Lines released the following statement about the issue on Monday at 2:30 p.m.:
Delta Air Lines employees worked Monday to get the airline’s complex global operations back on track after a flawed Windows update from cybersecurity vendor CrowdStrike crippled the company’s IT systems around the world.
“Everyone across the company is working around the clock to get this operation to where it needs to be,” Delta CEO Ed Bastian said in a video message to employees on Monday. “I ask that we take extreme care of our customers and each other over the next few days.”
More than half of Delta’s global IT systems are Windows-based. The CrowdStrike error forced Delta’s IT team to manually repair and restart each affected system, adding additional time for applications to sync and begin communicating with each other.
Delta’s crews are fully staffed and ready to serve customers, but one of the airline’s most critical systems – the one that ensures crew members are in the right place at the right time on every flight – is highly complex and requires significant time and manual support to synchronize.
While Delta is working to get crews and aircraft back on track following the disruption, throughout the flight, our teams are working tirelessly to care for customers affected by delays and cancellations.
We work to meet your needs, starting with the steps below:
Travel Waiver Extended. Delta has extended its travel waiver for all customers booked for travel from July 19-23. The waiver allows customers to make a one-time change to their itinerary. For travel rebooked on or before July 28 in the same service cabin as originally booked, customers will be waived any fare difference. Customers are encouraged to manage their travel changes on delta.com or in the Fly Delta app.
Right to a Refund upon Request. If your trip is interrupted by a canceled or significant flight delay, you may cancel your trip and receive an eCredit for the portion of your trip not flown, or request a refund at delta.com/refund.
We will issue you SkyMiles program miles or travel certificates in an amount based on your eligible trip.
We will cover eligible expenses incurred due to this flight disruption, including meal vouchers, hotel accommodations (if available) and ground transportation.
Reimbursement of eligible expenses. Customers who paid for hotel, meal and ground transportation costs while travelling during this disruption can apply for reimbursement of eligible expenses.*
Contacting customers about cancellation and rebooking options: Delta notifies customers of trip delays or cancellations through the Fly Delta app and text messages, and offers rebooking options that can be managed online.
Customers can monitor and manage their itineraries on Delta.com or the Fly Delta app, but these online tools are experiencing heavy traffic and are causing intermittent performance issues. Delta teams are working to stabilize these tools. Please also note that we have limited ability to respond to service messages on social media platforms such as X.
*Delta will not refund prepaid expenses such as hotel reservations, vacation experiences, lost wages, concert or other tickets at your destination.
