Delta Air Lines is experiencing a severe operational meltdown, with flight cancellations and delays continuing for the fifth consecutive day following last week's global tech outage. As of 2 p.m. ET, the airline had canceled 466 flights, with its regional carrier Endeavor Air canceling another 28. This crisis has affected an estimated half a million passengers, disrupted travel plans, and prompted a federal investigation.
Ongoing Cancellations and Delays
Since the onset of the meltdown, Delta has canceled over 6,000 flights, including more than 1,250 flights on Monday alone. The airline’s cancellations accounted for nearly 70% of all flights within, to, or from the United States that were canceled on Monday, according to FlightAware. No other U.S. airline experienced cancellations on such a scale.
Federal Investigation Launched
U.S. Transportation Secretary Pete Buttigieg announced that the Department of Transportation (DOT) has initiated an investigation to ensure Delta is complying with passenger protection regulations. "I’m hearing a lot of things I’m very concerned about, including people being on hold for hours and hours trying to get a new flight, people having to sleep on airport floors, even accounts of unaccompanied minors being stranded in airports unable to get on a flight," Buttigieg told reporters.
Passenger and Crew Struggles
Frustrated passengers have been left stranded, with many forced to sleep in airports due to a lack of available hotel rooms. Delta crew members are also facing significant challenges, as the airline struggles to locate and assign them to flights. Some crew members are unable to find hotel accommodations and are similarly sleeping in airports.
Technical Issues and Recovery Efforts
The chaos began with a software update by cybersecurity firm CrowdStrike that crashed Windows software across the airline’s systems. While most airlines recovered by the end of the weekend, Delta has been unable to fix issues with its crew tracking system. Rahul Samant, Delta’s chief information officer, assured employees that the IT staff is working "around the clock" to resolve the problem.
Passenger Impact
Passengers like Jeremy and Kaylee Jones, who were traveling from Spokane, Washington, to St. Lucia for their honeymoon, have had their plans ruined by the cancellations. "Currently I’m pretty sour," Jeremy Jones said. "I get that things happen. This is just shocking to me that a multi-billion dollar corporation would struggle this much to get the ball rolling again."
Financial and Reputational Costs
The service meltdown is projected to cost Delta approximately $163 million through Monday, with additional costs expected from customer reimbursements and extra staff pay. The airline’s reputation has taken a hit, particularly after boasting about its industry-leading on-time performance earlier this month.
Response and Compensation
Delta has expressed its commitment to restoring normal operations and addressing passenger concerns. "We remain entirely focused on restoring our operation," Delta said in a statement. The airline is offering premium pay to crew members and working to ensure they can return home at the end of their work periods.
The Department of Transportation has encouraged passengers with complaints to contact them directly, emphasizing that while issues should first be resolved with the airline, the DOT is ready to assist.
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