Delta Air Lines is grappling with an extended operational meltdown that has disrupted thousands of flights and left countless passengers stranded. The crisis, now in its fifth day, stems from a global tech outage that began last week and continues to wreak havoc on Delta's schedules. The airline canceled over 420 flights early Tuesday morning, adding to the more than 1,250 flights canceled on Monday and 4,500 flights canceled from Friday through Sunday.
The ongoing chaos has prompted an investigation by the U.S. Department of Transportation. Transportation Secretary Pete Buttigieg has called for Delta to ensure compliance with passenger protection regulations and to provide appropriate compensation to affected travelers. "While you should first try to resolve issues directly with the airline, we want to hear from passengers who believe that Delta has not complied with USDOT-enforced passenger protection requirements during the recent travel disruptions," Buttigieg tweeted.
The root cause of the disruption is a software update issued late Thursday night by cybersecurity firm CrowdStrike, which crashed Windows software globally. While most airlines managed to recover by the weekend, Delta has struggled to resolve issues with its crew tracking system, leaving it unable to coordinate pilots and flight attendants efficiently.
Delta's Chief Information Officer Rahul Samant addressed employees on Monday, acknowledging the severity of the situation and the challenges ahead. "We're optimistic we'll get it done," Samant said in a video message with CEO Ed Bastian. "There will be some things as Ed said, that we will do today, tomorrow to get to a better place by the end of the week." The IT staff is reportedly working "feverishly" around the clock to fix the problem.
The disruption has had significant repercussions for Delta's passengers and crew members alike. Tens of thousands of frustrated customers have been stranded, often forced to sleep in airports due to a lack of available hotel rooms. Many have faced additional cancellations after rebooking flights, compounding their travel woes.
Delta crew members have also been affected, with many unable to be placed on flights due to the airline's inability to locate and assign them. Some crew members have had to sleep in airports, and airport staff have had to manage the frustration of passengers who are unable to understand why their flights are being canceled despite the presence of available crew members.
Screenshots viewed by CNN revealed that Delta's crew members were being prompted to provide their current airport code, status, and location, indicating the airline's difficulties in tracking its personnel. Delta has offered crew members premium pay and assurances of travel back home at the end of their work periods to address the staffing issues, though the company declined to comment on these measures.
Financially, the meltdown has already cost Delta approximately $163 million through Monday, according to estimates by Raymond James airline analyst Savanthi Syth. This figure is expected to rise as additional costs for staff compensation and customer reimbursements are factored in. The disruption has damaged Delta's reputation, particularly in light of its previous boasts of industry-best on-time performance and cancellation-free days.
This situation mirrors the service meltdown experienced by Southwest Airlines during the year-end holiday travel period in 2022, which resulted in nearly 17,000 flight cancellations and cost the airline nearly $1.2 billion. Delta's current crisis is likely to lead to similar financial and reputational repercussions.
One of the most challenging aspects of the recovery will be reuniting passengers with their checked baggage. At Atlanta's Hartsfield-Jackson International Airport, Delta's largest hub, thousands of pieces of luggage are lined up in baggage claim areas, awaiting their owners.
Passengers like Arthur Ginolfi, who traveled to Atlanta for a business convention, have expressed their frustration with the situation. "This is the worst experience I've ever had in my 35 years of business travel," Ginolfi said. "There are lines that were unacceptable, there were people that were frustrated. I saw and I heard a lot of sad stories." He added that Delta should offer more compensation than the $24 gift card he received.
United Airlines, which was also affected by the IT outage, has largely recovered and resumed normal operations. However, the aftermath of the disruption continues to impact passengers, with some still waiting to be reunited with their baggage.