The travel industry is still grappling with the aftermath of a massive Microsoft technology outage on July 19, which brought global air travel to a halt. The outage not only disrupted airlines but also impacted financial institutions, media outlets, and healthcare systems.
Even three days later, some airlines were struggling to regain normal operations. As of 3 p.m. ET on July 22, over 5,200 flights were delayed and nearly 1,015 flights were canceled in the U.S., according to FlightAware. Delta Airlines was hit hardest, with almost 815 cancellations and about 1,260 delays. American Airlines and United Airlines also faced significant delays, with more than 850 and 315 respectively.
In a message to customers on July 21, Delta CEO Ed Bastian acknowledged ongoing cancellations as the airline worked to recover from the outage. Bastian noted that over 3,500 Delta and Delta Connection flights were canceled through Saturday. He assured affected customers that the airline would offer fee waivers for flight changes.
Bastian explained that Delta’s reliance on the Microsoft Windows operating system for many applications was a significant factor in the disruption. A key tool for tracking crew schedules was overwhelmed by the sheer volume of changes triggered by the system shutdown.
“The technology issue occurred on the busiest travel weekend of the summer, with our booked loads exceeding 90 percent, limiting our reaccommodation capabilities,” Bastian wrote. “I want to apologize to every one of you who have been impacted by these events.”
Transportation Secretary Pete Buttigieg spoke with Bastian on Sunday about the high number of cancellations. Buttigieg emphasized that Delta is responsible for providing refunds to passengers whose flights were canceled and who did not wish to be rebooked. He insisted that Delta must offer free rebooking, timely reimbursements for food and overnight stays, and adequate customer service.
“I have made clear to Delta that we expect the airline to provide prompt refunds to consumers who choose not to be rebooked, and free rebooking and timely reimbursements for food and overnight hotel stays to consumers affected by the delays and cancellations, as well as adequate customer service assistance to all their passengers,” Buttigieg said, according to the Associated Press.
In April, the Department of Transportation issued a rule requiring airlines to automatically provide cash refunds when owed. While airlines can still offer another flight or travel credit, consumers have the right to reject these alternatives.
For those needing to claim a refund for flight cancellations or delays, here are a few tips to keep in mind.
