Delta’s Ongoing Flight Cancellations Post-Microsoft Outage

Four days after a CrowdStrike software update led to a global Microsoft outage, Delta Air Lines remains severely impacted by the technological disruption. Despite most airlines returning to normal operations, Delta has faced continued flight cancellations, with more than 1,000 flights axed again on Tuesday. This ongoing issue has stranded thousands of passengers and prompted a formal investigation by the U.S. Department of Transportation (DOT).

Over the weekend, I experienced firsthand the fallout from the outage. My Delta flight from Boston Logan (BOS) to San Francisco (SFO) was canceled, and the next available Delta flight was not until nearly 48 hours later. I rebooked on United Airlines, arriving just over 12 hours later than originally planned at a cost of over $2,000. Fortunately, my employer covered the expense. However, travelers paying out of pocket might need to rely on credit card travel insurance for reimbursement.

Delta’s operational issues persist, with nearly 6,000 flights canceled since Friday. As of Tuesday afternoon, more than 25 percent of Delta’s flights were either delayed or canceled. The airline’s struggles contrast sharply with the recovery seen in other U.S. carriers. Delta’s critical crew scheduling systems were severely affected by the outage, leading to significant disruptions in crew positioning and flight operations. Additionally, Delta’s website and mobile app have been unreliable, preventing passengers from rebooking flights on their own.

In a statement on Sunday, Delta CEO Ed Bastian apologized to affected passengers, acknowledging the ongoing challenges. “I want to apologize to every one of you who have been impacted by these events,” Bastian said. “Please know that Delta’s entire team of the best professionals in the business have been working around the clock to safely get you where you need to go and restore the reliable, on-time experience you’ve come to expect.”

The root of Delta’s ongoing issues lies in the brief outage of one of its essential crew scheduling platforms. While other airlines quickly adapted, Delta struggled to manage the backlog of crew members and flight schedules. This resulted in widespread delays and cancellations as the airline worked to reposition its staff. The scale of the problem has left many pilots and flight attendants stranded, complicating recovery efforts.

Delta’s CEO has projected that it could take several more days for the airline to return to normal operations. In an internal memo, Bastian expressed cautious optimism, stating that each day should show improvement. The situation closely mirrors the Southwest Airlines meltdown during the 2022 holiday season, where similar tech issues led to over 17,000 flight cancellations and a $140 million fine from the DOT.

To address the crisis, Delta is offering a travel waiver that allows passengers to reschedule flights through Sunday, July 28, without incurring additional fees. However, with limited available seats and no clear end to the disruptions, many travelers are still facing uncertainty. Delta has committed to reimbursing eligible expenses related to travel disruptions, but this does not include costs like hotel stays at the destination, lost wages, or event tickets.

The DOT has launched a formal investigation into Delta’s handling of the disruptions, aiming to ensure the airline complies with legal requirements and adequately compensates passengers. As regulatory scrutiny intensifies, Delta may need to enhance its reimbursement policies to better support affected travelers. For now, passengers are advised to stay informed about their flight status and understand their rights under the DOT’s Airline Customer Service Dashboard.

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