Delta Air Lines canceled hundreds more flights early Tuesday morning due to last week’s global tech outage, with the meltdown expected to continue through the end of the week. The cancellations totaled 466 flights for Delta and 28 for its regional carrier, Endeavor Air. These cancellations, along with over 1,250 from Monday and 4,500 from the weekend, accounted for nearly 70% of all US flight cancellations on Monday. The Department of Transportation has launched an investigation into Delta’s actions to ensure they are treating passengers fairly and following the law, in response to numerous consumer complaints it has received.
The problems that Delta faced began with a software update by cybersecurity firm CrowdStrike that caused Windows software to crash, leading to widespread issues in the global airline industry. While most airlines recovered by the end of the weekend, Delta continued to struggle with its crew tracking system, unable to locate pilots and flight attendants. As a result, thousands of passengers were left stranded and unable to return home, leading to frustration and anger among travelers. Crew members also faced difficulties, with many unable to be placed on flights or find accommodations, forcing them to sleep in airports.
The ongoing issues are expected to cost Delta around $163 million through Monday, with losses climbing as additional staff pay and customer reimbursements are factored in. The airline’s reputation for on-time performance and customer service has taken a hit, which may impact future bookings and revenue. The situation echoes a similar service meltdown at Southwest Airlines, which resulted in significant financial losses and a fine from the DOT. Reuniting passengers with their checked baggage is another challenge, as delays in operations have left thousands of pieces of luggage stranded at airports.
United Airlines also faced disruptions due to the computer problem, with over 1,000 canceled flights, although it has since returned to near-normal operations. Delta’s largest hub at Hartsfield-Jackson International Airport in Atlanta is still dealing with a backlog of luggage, with bags lined up in baggage claim waiting to be reunited with their owners. Efforts are ongoing to help passengers locate their belongings, with employees from various departments assisting in the process. The experiences of passengers and crew members affected by the crisis have been marked by frustration, confusion, and significant inconvenience.
Overall, the fallout from Delta’s service meltdown is likely to have long-lasting repercussions for the airline and its customers. The ongoing struggles to restore normal operations and address the needs of passengers and crew members highlight the complex challenges faced by the industry in the wake of technological failures. As Delta works to resolve the crisis and regain the trust of travelers, the full extent of the impact on its reputation and financial well-being remains to be seen.
