- Delta is still grappling with the aftermath of a global cyber outage that has led to the cancellation of over 4,000 flights since Friday.
- Delta has assured that its crews are fully staffed and ready to serve, and the company has increased incentive pay for pilots and flight attendants to encourage them.
OUR TAKE
Recently, the world suffered a serious network outage, in which the United States Delta Air Lines was also greatly affected. The chain reaction, triggered by a software update from global cybersecurity firm CrowdStrike, not only affected Microsoft customers extensively, but also threw airline operations that rely on Microsoft operating systems into disarray. Delta Air Lines had to cancel thousands of flights, disrupting the travel plans of many passengers. Although the company’s executives promised to resume normal operations as soon as possible, the crisis exposed the vulnerability of airlines to unexpected technological problems and raised widespread public concern about the stability of the airline industry’s information technology infrastructure.
–Elodie Qian, BTW reporter
What happened
Delta Air Lines, a prominent U.S. carrier, is grappling with the aftermath of a global cyber outage that has led to the cancellation of over 4,000 flights since Friday, leaving thousands of customers stranded across the nation. While other major U.S. airlines have largely recovered from the incident, Delta continues to face operational challenges.
The Atlanta-based airline has reported that over 800 flights were canceled on Monday alone, accounting for approximately 21% of its scheduled flights. The disruption originated from a software update by cybersecurity firm CrowdStrike, which inadvertently caused system issues for Microsoft customers, including numerous airlines.
In a video message to staff, CEO Ed Bastian and Chief Information Officer Rahul Samant assured that the company is working tirelessly to restore operations. Bastian expressed optimism, stating, “Today will be a better day than yesterday, and hopefully, Tuesday and Wednesday will see further improvements.”
Delta’s shares dipped by about 3.5%, closing at $43.83.
Also read: Microsoft cloud downtime halts flights in the U.S.
Also read: Microsoft cloud outrage causes widespread public service disruptions
Why it’s important
The airline revealed that approximately 60% of its critical applications, which are based on Microsoft Windows, were rendered inoperable following the faulty update. IT teams are manually repairing and rebooting the affected systems, with the crew tracker application requiring the most time and manual support to synchronize.
The airline’s reputation for reliable operations has taken a hit as customers have voiced their frustration over long wait times for assistance and the need to rent cars or wait days for alternative flights. One such customer, Bob Pearlman, expressed his disappointment on LinkedIn after his flight from Honolulu to Salt Lake City was affected.
Bastian acknowledged the impact of the outage during the busiest travel weekend of the summer, which has limited the airline’s ability to re-accommodate passengers. In response, Delta has assured that its crews are fully staffed and ready to serve, and the company is offering increased incentive pay for pilots and flight attendants to encourage them to take on additional trips.
The U.S. Transportation had received hundreds of complaints about Delta’s customer service. The U.S. Transportation Secretary, Pete Buttigieg, has called on Delta to address the numerous customer complaints, demanding prompt refunds, free rebooking, and timely reimbursements.
