Why a Global Tech Outage Left Delta Air Lines Passengers Stranded Worldwide

Image Credit: Tripadvisor

Delta Air Lines is experiencing its fifth day of operational disruptions due to a global tech outage, which began on Friday, July 19th. This outage has significantly impacted Delta’s operations, leaving thousands of passengers stranded and separating many from their luggage.

While most airlines affected by the CrowdStrike software update that crashed Windows systems had largely resumed normal operations by the end of the weekend, Delta is still struggling to manage its crew tracking system, which is crucial for staffing flights.

Thousands of bags were separated from passengers who couldn’t make the same journeys as their luggage. Many frustrated passengers are still attempting to reconstruct their travel plans or abandon them for compensation. Reports from over the weekend indicate that wait times for customer service phone lines exceeded six hours, with many passengers giving up without reaching an agent.

On July 22nd, the Department of Transportation (DOT) announced an investigation into Delta’s service meltdown. Delta has stated that it is cooperating with the DOT and is entirely focused on restoring its operations. “Delta teams are working tirelessly to care for and make it right for customers impacted by delays and cancellations as we work to restore the reliable, on-time service they have come to expect from Delta,” the airline said in a statement.

Refunds
The Department of Transportation has mandated that airlines must offer money-back refunds to passengers affected by cancellations or significant delays, rather than e-credits for future travel. Travelers may choose e-credits, but any portion of their trip not flown is refundable. Delta has reiterated this right to a refund upon request in a Monday afternoon update on its efforts to serve affected customers. Refunds can be requested through Delta’s official website.

Transportation Secretary Pete Buttigieg emphasized the refund requirement on social media, stating, “I am hearing reports of some airlines only offering flight credits to passengers for canceled flights. Let me be clear – you are entitled to get your money back promptly if your flight is canceled and you don’t take a rebooking.”

The DOT clarified that the situation was within the airline’s control, deeming the fallout from the system outage “controllable.” This designation makes the commitments airlines have made to their customers applicable in such events, as detailed on the DOT’s dashboard.

Coverage of Eligible Expenses
Delta has outlined its responsibility for covering expenses resulting from this flight disruption, including providing meal vouchers, hotel accommodations where available, and ground transportation. Lines stretched down concourses at Delta’s hometown airport, Atlanta’s Hartsfield-Jackson International, on the evening of July 20th. Passengers reported wait times of six hours, with many struggling to secure food and lodging over the weekend.

Buttigieg addressed mounting complaints on July 21st, stating, “Delta must provide prompt refunds to consumers who choose not to take rebooking, free rebooking for those who do, and timely reimbursements for food and hotel stays to consumers affected by these delays and cancellations, as well as adequate customer service assistance.”

Reimbursement for Eligible Expenses
Travelers who made their arrangements during the disruption can be reimbursed. Delta has stated that customers who incurred hotel, meal, or ground transportation expenses during this operational disruption may submit eligible expenses for reimbursement. However, expenses such as hotel reservations at the traveler’s destination, vacation experiences, lost wages, and tickets to concerts or other events are not eligible. Impacted passengers can submit reimbursement requests through Delta’s official website.

Delta has also announced it will issue Delta SkyMiles or a travel voucher based on the customer’s affected travels.

Filing Complaints
Passengers can file complaints online with Delta, generating a case number to track their issue. An auto-response to a complaint filed on July 22nd indicated that most inquiries receive a response within seven days, although complex situations may require additional time. The DOT also fields air travel service complaints, encouraging passengers who believe Delta has not complied with USDOT-enforced passenger protection requirements to report their issues. The DOT collects complaints to spot trends in the industry that may inform future rulemaking.

Retrieving Luggage
The operational meltdown has separated thousands of passengers from their luggage, which often made it to destinations the passengers could not reach. Claims for delayed, lost, or damaged luggage can be submitted online, but require a file reference number obtained through a Delta agent. “Your file reference number is an 8 or 10-digit alphanumeric code located on the front of the baggage information folder given to you by the Delta agent with whom you first reported your baggage delay,” Delta’s online form states.

In Atlanta on July 22nd, passengers waited in two-hour-plus lines to speak with Delta agents at the Baggage Service Office to get these reference numbers and file claims. Claims can also be filed at any Baggage Service Office, or by calling 1-800-325-8224.

Delta has set up an internal Baggage Command Center in Atlanta to expedite the process of reuniting customers with their belongings. “We are seeing the highest number of displaced baggage in Atlanta and are making efforts to resolve this issue as quickly as possible,” Delta said on July 23rd.

Delta Air Lines is facing significant challenges following a global tech outage that has disrupted operations and stranded passengers. The airline is working to restore normal service and ensure that affected customers receive the compensation and support they are entitled to. As the investigation by the Department of Transportation continues, Delta remains focused on addressing the operational and customer service issues that have arisen during this crisis.

This content was adapted from an article on CNN