The technical issue was caused by an update released by security firm CrowdStrike for systems that run on Microsoft Windows, whose software is widely used by businesses to protect against hackers. CrowdStrike said the problem that occurred on Friday only affected computers on the Windows operating system, not Apple or Linux operating systems.
Delta Air Lines in particular has faced hundreds of complaints filed with the U.S. Department of Transportation citing “ongoing disruptions and unacceptable customer service conditions,” according to a social media post from Transportation Secretary Pete Buttigieg on Sunday.
“I have made it clear to Delta that we will hold them to all applicable passenger protections,” Buttigieg said.
Delta Air Lines Chief Executive Officer Ed Bastian said in a blog post on Sunday that the outage affected critical tools related to crew tracking and that the airline was unable to effectively handle the “unprecedented” number of changes caused by the outage.
“Our team is working around the clock to restore and restore full function,” Bastian wrote.
Delta Airlines has been hit harder than its rivals by the outage: The airline was forced to cancel 1,200 flights on Friday, while United Airlines canceled 649, American Airlines canceled 408 and Spirit Airlines canceled 234. In total, about 46,000 flights were canceled worldwide on Friday, according to FlightAware.
The staffing tool’s problems have been compared to the Christmas 2022 disaster at Southwest Airlines, where roughly 16,900 flights were canceled or significantly delayed, disrupting the travel plans of two million people, according to a Department of Transportation investigation. In that case, a winter storm turned into a widespread staffing crisis after the airline’s system for matching crew members with aircraft was overwhelmed.
The agency ultimately fined Southwest $140 million over its handling of the crisis.
Delta Air Lines said by late Monday morning that it had canceled 18% of its flights and delayed an additional 11%. The airline said it had contacted customers directly to apologize, along with SkyMiles program miles and travel vouchers. It also offered to cover certain expenses through meal vouchers, hotel vouchers and ground transportation. Additionally, the airline extended a travel waiver, allowing previously booked passengers to rebook flights at no charge.
The Department of Transportation stressed that Delta must inform customers that they are entitled to refunds if they cancel their trip.
The ministry lists on its website each airline’s customer service commitments in the event of “controllable” cancellations or delays. Flight Light.
