Thank you. Hope you are feeling better!
An update to Delta customers from CEO Ed Bastian
Jul 21, 2024 1:43pm
Ed Bastian
CEO
As CEO of Delta Air Lines, Ed Bastian leads 100,000 global professionals who are building the world’s premier international airline, powered by a people-driven, customer-focused culture and spirit of innovation.
Like many companies worldwide, Delta was impacted on Friday morning by an outside vendor technology issue, which prompted us to pause flying while our systems were offline.
The pause in our operation resulted in more than 3,500 Delta and Delta Connection flights cancelled through Saturday. Cancellations continue on Sunday as Delta’s teams work to recover our systems and restore our operation. Canceling a flight is always a last resort, and something we don’t take lightly.
The technology issue occurred on the busiest travel weekend of the summer, with our booked loads exceeding 90%, limiting our reaccommodation capabilities. I want to apologize to every one of you who have been impacted by these events. Delta is in the business of connecting the world, and we understand how difficult it can be when your travels are disrupted.
Please know that Delta’s entire team of the best professionals in the business have been working around the clock to safely get you where you need to go, and restore the reliable, on-time experience you’ve come to expect when you fly with us.
Specifically, the issue impacted the Microsoft Windows operating system. Delta has a significant number of applications that use that system, and in particular one of our crew tracking-related tools was affected and unable to effectively process the unprecedented number of changes triggered by the system shutdown. Our teams have been working around the clock to recover and restore full functionality.
We have issued a travel waiver to enable you to make a change to your itinerary at no charge. I encourage you to take advantage of that flexibility if possible. In addition, for those whose flights have been impacted, we continue to offer meal vouchers, hotel accommodations and transportation where available. And as a gesture of apology, we’re also providing impacted customers with Delta SkyMiles and travel vouchers. We will continue to keep you informed via delta.com and the Fly Delta app for the latest information on your itinerary.
I want to thank Delta’s employees, who have been working tirelessly across our system to restore our best-in-class operation and take care of you during a very challenging situation.
Thank you for your patience as we work through these issues, restore our operation and return to the reliability you expect from Delta.
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I spent a few days at the beach with my son and family; flew to Panama City Beach airport on Delta from Atlanta. My return flight today was cancelled at 9:00am; was due a 2:30pm departure. I had a rental car to get to them, so decided to drive home. Delta had rebooked me for Monday evening.
What I find odd is the this flight and the incoming flight both flew Friday and Saturday about 2 1/2 late for all. I never thought today’s flight would be cancelled, especially so far in advance. Luckily I did know, so could plan according.
Tried to call Hertz to let them know I was driving it to Atlanta, but after an hour on hold, I said screw it! Just returned the car a bit ago and the agent that helped me said I wasn’t charged for returning at a different location. I will check when I am home on my computer as I know I had to pay more for the later return.
Still need to cancel the flight Delta put me on for tomorrow, but that will be dealt with in the morning.
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Delta Airlines today: Delayed my grandbaby’s (and her parents) 11:30 am flight 5hours, then 6, then 7 hours. Then got them settled on plane…and THEN decided they didn’t have enough crew, so canceled until tomorrow 6:30 am. and escorted them off.
Initially, delay was due to weather at destination and flight was coming from there. That flight arrived 2 hours late. Gate agents were very non commital on delayed departure…and the overhead screens in gate area showed "RECOVERY It looks like Windows didn’t load correctly… if you’d like to restart and try again, choose “Restart my PC…” So, I’m guessing a combo of weather, software and Delta staffing is keeping by Grandbaby in another state tonight. Boo.
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D has to fly to Newark tomorrow for work. Her flight isn’t until 5 pm, so hopefully Delta will have things under control by then. Fingers crossed.
Training for work postponed until Tuesday because the trainer can’t get here by tomorrow. Very expensive 5 day training that will now be only 4 days.
I’m flying on Thursday…but I’m flying southwest!
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Further Delta adventures: Grandbaby’s parents asked about food vouchers, etc…agents said they couldn’t do meal stuff because their system was down and to call a delta customer support number. Seriously doubt GosD will bother sitting on phone for hours. Maybe that’s what Delta is hoping??? Kids did manage to get to a hotel, for a very short night, as they are supposedly flying out at 6:30 am. I think we just assume grandbaby’s sleep schedule is out the window for awhile…
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Regarding Crowdstrike. How do you have a failed Windows update taking out thousands of critical systems worldwide? How many billions of dollars did the airlines lose that day?
Still losing
A cyber attack without ransom in essence but will they be sued for business losses that insurance doesn’t cover??
It wasn’t a cyber attack. But likely there will be lawsuits.
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We have a thread for the Crowdstrike/Microsoft crash already.
Ummm… we all saw how 
This incident does show how when one company becomes the dominant provider of an ongoing service, problems with that company’s services could have widespread effects.
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Looks like Delta has finally worked through all their issues! Apparently, they had ongoing issues with many of their intertwining programs that affected pilot/flight attendant work schedules, and also, some of the many computers had to be manually restarted. But I heard today all is running smoothly!
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I really dodged a bullet. I travel a lot for work and my home airport is a Delta hub, and typically has the best direct flight options. However, when I planned this week’s travel a month ago, I went with a budget airline’s direct flight at a much lower cost (company does profit sharing so trying to do my bit). So when I flew out Monday morning I had no issues, while Delta was still a mess. Just got lucky.
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Lucky you! D ended up choosing the best option for her work trip last week, which didn’t turn out best, after all. Her Delta flight was very late, but considering that the one before and the one after hers were canceled, she at least got to her destination. She had to get a rental car and drive two hours to her destination … getting to the hotel after 1:30 am.
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Failed updates can happen from any server, which can take down servers from time to time. If you have clients using your server for critical systems, and you don’t have backup servers (IT 101), expect them to sue for damages.
Well, Delta did right by me! I had submitted for reimbursement for the rental car I drove home from the beach as my return flight was cancelled. I also included the receipt for the gas to fill the car to full on return to my home airport. My car rental receipt included all 4 days of the rental, not just the extra day due to driving home for 6 hours. It did show the daily charge, but the tax and fees were all inclusive.
Receive an email Sunday night that my FF miles would be back in my account within 7 business days, and the tax for the flight would go back to my Delta Amex. While I haven’t received the FF miles, I know they will go into my account; the tax credit has already posted.
My surprise was the email this morning from Delta that they were reimbursing the entire car rental and gas. It will be in my checking account by tomorrow as I chose an ACH vs a mailed check. I am guessing Delta is not spending the time to go line by line on these reimbursements due to time. I have a great coupon code for my Hertz rentals, so it was not a very expensive rental; still, I only expected to receive reimbursement for one day, not 4. Delta could have just refunded 1/4 of the total charge, but they chose to pay the entire rental.
I have no complaints, but it they do this for all reimbursements, while good for the consumer, not so great for Delta. Actually, maybe they will keep their customers this way. 
I will say I am impressed with how quickly this was solved for me, and I was small potatoes for Delta. I am aware many people had to shell out a lot of money to get to where they were going, and need that money back in their wallets.
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