Delta Air Lines Faces Major Cancellations Due to Software Outage

Delta Air Lines Faces Major Flight Cancellations Amid Software Outage

Delta Air Lines experienced significant operational disruptions on Monday, canceling over 600 flights. This comes just hours after U.S. Secretary of Transportation Pete Buttigieg highlighted the airline’s struggles, particularly following a global software outage that grounded flights worldwide for three consecutive days.

In a statement on Sunday, Secretary Buttigieg noted that his office had received numerous complaints regarding Delta’s customer service. He emphasized that the airline must ensure adequate assistance and prompt refunds for affected customers. On Sunday alone, Delta canceled approximately 1,300 flights, mirroring the cancellation rate seen over the previous two days, while also delaying an additional 1,600 flights, as reported by the flight tracking platform FlightAware. These cancellations accounted for nearly one-third of Delta’s scheduled flights.

On Monday morning, Delta had already canceled 607 flights by 7 a.m. ET, representing about 16 percent of its planned departures. The widespread tech outage on Friday severely impacted the airline industry, particularly Delta. A problematic software update from CrowdStrike, a global software provider, led to significant disruptions for several airlines, including Allegiant Air, American Airlines, Spirit Airlines, and United Airlines, as confirmed by the Federal Aviation Administration.

Among all the airlines affected, Delta has been notably slower in restoring its operations. The airline recorded around 1,200 flight cancellations each on both Friday and Saturday, while other airlines managed to bring their cancellations down to the hundreds or even dozens.

In an apology directed at customers on Sunday, Delta’s chief executive, Ed Bastian, expressed regret over the situation, stating, “Canceling a flight is always our last resort, and something we don’t take lightly.” He elaborated that the outage impacted one of Delta’s essential crew tracking tools that are reliant on Microsoft Windows software.

To mitigate the inconvenience caused, Delta offered travel waivers to all passengers booked on flights from Friday through Sunday, allowing them a one-time free change of their travel plans. Additionally, they provided meal vouchers, hotel accommodations, and transportation assistance wherever feasible.

In a follow-up social media post on Sunday night, Buttigieg reiterated the importance of customer service and accountability. He indicated that the Department of Transportation had received hundreds of grievances about Delta, stressing that the airline must promptly issue refunds to customers opting not to rebook flights, as well as timely reimbursements for meals and hotel stays for those impacted by the extensive delays. “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, urging customers to report any airline that fails to meet its service obligations.

Initially, airlines approached the outage as an external issue beyond their control, believing that their only responsibility to passengers was to offer free rebookings. However, the Transportation Department clarified on Friday that the software outage is classified as an issue within the airlines’ control, mandating that U.S.-based airlines provide compensation to customers affected by flight disruptions.