Delta is currently facing significant pressure from its customers and Washington due to the IT outage that occurred on Friday and has caused a meltdown in operations. Passengers have been frustrated with Delta’s customer service practices, with complaints about the airline not offering refunds, reimbursement for accommodations, or meal vouchers. Some customers have reported waiting for hours on hold to speak with a customer service agent, while others have opted to rebook their flights with different carriers. Delta has canceled over 5,000 flights since the start of the IT outage.
Delta’s CEO Ed Bastian offered customers Delta SkyMiles and travel vouchers as a gesture of apology, but some customers have reported not receiving these vouchers. The Department of Transportation requires airlines to cover hotel accommodations if flights are delayed or canceled overnight, but some customers have struggled to receive these accommodations from Delta. Senator Maria Cantwell and the Department of Transportation are investigating Delta’s handling of the situation and its compliance with regulations regarding refunds for significantly delayed or canceled flights. Delta is cooperating with the investigations and focusing on restoring its operations.
The IT outage was caused by an issue with a CrowdStrike software update on Friday, affecting systems that rely on Microsoft Windows. Other airlines have recovered more quickly from similar issues than Delta. The carrier’s crew scheduling systems needed time to synchronize, resulting in difficulty reaching crew members and causing disruptions in flight operations. Delta’s pilots’ union and flight attendants have expressed frustration with the situation, with crew members experiencing obstacles in contacting the airline. Delta is offering double pay for shifts worked during the outage period to pilots and flight attendants.
The Skift Travel 200 (ST200) includes the financial performance of nearly 200 travel companies, including airlines, worth over a trillion dollars. The index provides an overview of how airline sector stocks within the ST200 are performing year-to-date. The financial performance of network carriers, low-cost carriers, and other related airline companies can be observed through the ST200. The index combines the performances of these companies into a single number, allowing for a comprehensive view of the airlines sector’s financial health. Overall, Delta’s recent IT outage has had a significant impact on its operations and customer service, leading to frustration among passengers and scrutiny from government officials.
