As other carriers returned to normal operations after Friday’s worldwide technology outage, Delta Air Lines said it was still struggling on Monday – suffering through a fourth straight day of cancellations and disruptions that have stranded tens of thousands of passengers.
The faulty computer software update by cybersecurity firm CrowdStrike that hit airlines, airports, and other businesses has resulted in Delta cancelling more than 5,500 flights since the outage started, including at least 700 flights cancelled on Monday, according to aviation-data provider Cirium.
Delta and its regional affiliates accounted for about two-thirds of all cancellations worldwide on Monday, including nearly all the ones in the United States.
Delta’s meltdown is reminiscent of the December 2022 debacle that caused Southwest Airlines to cancel nearly 17,000 flights over a 15-day stretch. After a federal investigation of Southwest’s compliance with consumer-protection rules, the airline agreed to pay a $35 million fine as part of a US$140 million settlement with the Transportation Department.
United Airlines has been the next-worst performer since the outage started, cancelling nearly 1,500 flights. United cancelled only 17 Monday flights by late morning, however.
In Canada, Porter Airlines, was the only carrier affected and had returned to full service by Saturday.
US Transportation Secretary Pete Buttigieg said his agency had received “hundreds of complaints” about Delta and added that he expects the airline to provide hotels and meals for travellers who are delayed and to issue quick refunds to customers who don’t want to be rebooked on a later flight.
“No one should be stranded at an airport overnight or stuck on hold for hours waiting to talk to a customer service agent,” Buttigieg said. He vowed to help Delta passengers by enforcing air-travel consumer-protection rules.
Delta CEO Ed Bastian said in a message to customers Sunday that the airline was continuing to restore operations that were disrupted. One of the tools Delta uses to track crews was affected and could not process the high number of changes triggered by the outage.
“The technology issue occurred on the busiest travel weekend of the summer, with our booked loads exceeding 90%, limiting our re-accommodation capabilities,” Bastian wrote.
Atlanta-based Delta has offered waivers to make it easier for customers to reschedule trips.
Microsoft says the glitch affected 8.5 million machines and CrowdStrike says it has deployed a fix, but experts say it could take days or even weeks to repair every affected computer.