Four days after a widespread outage, one of Boston’s major airlines is still struggling to resume full service. “I’m really, really happy to be back in Boston,” said passenger Stephanie Yule. “I’ve never loved Logan more than I do right now.” Yule finally made it back to Boston and was reunited with her suitcase. Hers was among hundreds of bags in Delta’s baggage claim area in Terminal A. She was stuck in Indianapolis for two more nights. Passengers Sheri Locke, Jacqueline Schmieg and her son Aiden Schmieg were scheduled to be stuck in Boston for two days, but when they met up Monday night in Logan, they decided to rent a car and head back to Florida. “We’re going to drive,” said Jacqueline Schmieg. “We came on a spontaneous flight, and they canceled, so we met this lovely lady in line — hopefully not a serial killer — and we’re just going to go. Why not?” “She’s in Winter Garden, I’m in Winter Park, so it’s like, ‘You know, let’s get a car and get out of here,’” Luke said. There were dozens and dozens of bags at Delta’s baggage claim. “The CrowdStrike bug required Delta’s IT teams to manually fix and reboot each of the affected systems,” Delta said in a statement Monday. “One of Delta’s most critical systems — which ensures that all flights have a full crew in the right place at the right time — is extremely complex and requires the most time and manual support to sync up.” Jason Leopoldo of Scottsdale, Arizona, is having a travel nightmare that began Monday night, when he suddenly had to get three hotel rooms for his family when their flight home from Europe hit a bump in Logan. “They canceled our flight at the last minute,” Leopoldo said. “We have five kids, so we brought some help, and we have 14 bags. So now I’ve rented a car, and we’re driving to Hartford, Connecticut, to catch a Southwest flight because Delta couldn’t fit us on a flight until Friday.” The airline was forced to cancel nearly 1,400 flights nationwide on Sunday and hundreds more on Monday. Delta’s CEO said the CrowdStrike outage affected the airline’s crew tracking tools — which he called “one of Delta’s most critical systems” — and its rebooking system. The airline is offering waivers to affected customers. “No one should be stuck at the airport overnight or stuck waiting for hours to speak to a customer service agent,” said U.S. Transportation Secretary Pete Buttigieg. “I will ensure that our administration supports Delta passengers by enforcing all applicable passenger protections.” Delta released this statement on the issue at 2:30 p.m. Monday: “Delta employees worked Monday to get the airline’s complex global operations back on track after a flawed Windows update from cybersecurity firm CrowdStrike rendered corporate IT systems worldwide inoperable. “We have everyone across the company working around the clock to get this process where it needs to be,” Delta CEO Ed Bastian said in a video message to employees Monday. “Continue to take care of our customers and each other in the days ahead.” More than half of Delta’s IT systems worldwide run on Windows. The CrowdStrike bug required Delta’s IT teams to manually fix and reboot each affected system, with more than enough additional time to sync applications and begin communicating with each other. “Delta’s crew is fully equipped and ready to serve our customers, but one of Delta’s most critical systems — ensuring that all flights have a full crew in the right place at the right time — is extremely complex and requires the most time and manual support to sync. “Across operations, Delta teams are working tirelessly to care for customers affected by delays and cancellations as the airline works to get flight crews and aircraft back to their locations following the disruption. “We are also working to make things right for our customers, starting with these steps: “Extend travel waiver. Delta has extended travel waivers for all customers booked to travel from July 19 to July 23. The waiver gives customers the ability to make a one-time change to their itinerary. The fare difference will be waived for customers who rebook travel on or before July 28, in the same cabin of service originally booked. Customers are encouraged to manage their travel changes via delta.com or the Fly Delta app. “Right to Refund Upon Request. Customers whose travel is disrupted by a cancelled or significantly delayed flight may choose to cancel their travel and receive an electronic credit for the unflying portion of the trip, or alternatively, they may request a refund at delta.com/refund. “Issuance of SkyMiles or a travel voucher in an amount based on the customer’s affected flights. “Coverage of eligible expenses resulting from this flight disruption, including provision of meal vouchers, hotel accommodations where available, and ground transportation. “Reimbursement of eligible expenses. Customers who incurred hotel, meal, or ground transportation expenses while in transit during this operational disruption may submit eligible expenses for reimbursement.* “Communicating with customers about cancellation and rebooking options. Delta is notifying customers of delays and cancellations on their itinerary via the Fly Delta app and text messages, and offering rebooking options that can be managed online. “While customers can monitor and manage their itineraries on Delta.com or the Fly Delta app, these online tools have been overwhelmed with traffic, causing intermittent performance challenges. Delta teams are working to install these tools. Also note that our ability to respond to service messages on social media platforms such as X is limited.” *Delta does not reimburse prepaid expenses, including but not limited to hotel reservations at a customer’s destination, vacation experiences, lost wages, and concert or other tickets.”
After four days widespread program outage, One of Boston Logan Airport’s major airlines is still struggling to resume full service.
“I am so happy to be back in Boston,” said passenger Stephanie Yule. “I have never loved Logan more than I do right now.”
Yule finally made it back to Boston and was reunited with her bag. Her bag was among hundreds of bags in Delta’s baggage claim area in Terminal A. She was stuck in Indianapolis for two more nights.
Passengers Sheri Locke, Jacqueline Schmieg and her son Aiden Schmieg were supposed to be stuck in Boston for two days, but when they met up in Logan Monday evening, they decided to rent a car and head back to Florida.
“We’re going to drive,” Jacqueline Schmieg said. “We came on a spontaneous trip, and they canceled, so we met this lovely lady in line – hopefully she’s not a serial killer – and we’re going to drive. Why not?”
“She’s in Winter Garden, I’m in Winter Park, so it’s like, ‘You know what, let’s get a car and get out of here,’” Luke said.
There were dozens and dozens of bags at the Delta baggage claim area.
“The CrowdStrike bug required Delta’s IT teams to manually repair and reboot all affected systems,” Delta said in a statement Monday. “One of Delta’s most critical systems — ensuring that all flights have a full crew in the right place at the right time — is extremely complex and requires the most time and manual support to synchronize.”
Jason Leopoldo of Scottsdale, Ariz., is having a travel nightmare that began Monday night, when he suddenly had to get three hotel rooms for his family when their flight home from Europe ran into trouble in Logan.
“They canceled our flight at the last minute. We have five kids, so we brought some help, and we have 14 bags. So I rented a car now, and we’re driving to Hartford, Connecticut, to catch a flight on Southwest because Delta couldn’t put us on a flight until Friday,” Leopoldo said.
The airline was forced to cancel nearly 1,400 flights across the country on Sunday and hundreds more on Monday.
Delta’s CEO said the CrowdStrike outage affected the airline’s crew tracking tools — which he called “one of Delta’s most critical systems” — and its rebooking system. The airline is offering waivers to affected customers.
“No one should be stuck at an airport overnight or stuck on hold for hours waiting to speak to a customer service agent,” said U.S. Transportation Secretary Pete Buttigieg. “I will ensure that our administration supports Delta passengers by enforcing all applicable passenger protection measures.”
Delta issued this statement on the issue at 2:30 p.m. Monday:
Delta employees worked Monday to get the airline’s complex global operations back on track after a flawed Windows update from cybersecurity provider CrowdStrike rendered IT systems at companies around the world inoperable.
“We have everyone at the company working around the clock to get this process where it needs to be,” Delta CEO Ed Bastian said in a video message to employees Monday. “Continue to take care of our customers and each other in the days ahead.”
“More than half of Delta’s IT systems worldwide run on Windows. The CrowdStrike bug required Delta’s IT teams to manually patch and reboot each affected system, giving applications more than enough additional time to sync and start communicating with each other.
“Delta’s crews are fully equipped and ready to serve our customers, but one of Delta’s most critical systems – ensuring that a full crew is on all flights in the right place at the right time – is extremely complex and requires the greatest amount of time and manual support to synchronize.
Delta teams across operations are working tirelessly to care for customers affected by delays and cancellations, while the airline works to return flight crews and aircraft to their locations following the disruption.
“We are also working to make things right for our customers, starting with these steps:
Travel Waiver Extension. Delta has extended its travel waiver for all customers who booked flights between July 19 and July 23. The waiver gives customers the ability to make a one-time change to their itinerary. The fare difference will be waived for customers who rebook travel on or before July 28, in the same cabin of service originally booked. Customers are encouraged to manage their travel changes via delta.com or the Fly Delta app.
Right to Refund Upon Request. Customers whose flights are disrupted by a significant flight cancellation or delay may choose to cancel their travel and receive an electronic credit for the unflying portion of the trip, or alternatively they may request a refund at delta.com/refund.
Issuing SkyMiles or a travel voucher for an amount based on the customer’s affected flights.
Covering eligible expenses resulting from the disruption of this trip, including providing meal vouchers, hotel accommodations where available, and ground transportation.
“Reimbursement of Eligible Expenses. Customers who incurred expenses for hotel accommodations, meals, or ground transportation during this operational disruption may submit eligible expenses for reimbursement.*
Communicating with customers about cancellation and rebooking options. Delta notifies customers about delays and cancellations on their flight itinerary via the Fly Delta app and text messages, and offers rebooking options that can be managed online.
“While customers can monitor and manage their flight itineraries on Delta.com or the Fly Delta app, these online tools have been overwhelmed with traffic, causing intermittent performance challenges. Delta teams are working to install these tools. Also note that our ability to respond to service messages on social media platforms such as X is limited.
*Delta does not reimburse prepaid expenses, including but not limited to hotel reservations at a customer’s destination, vacation experiences, lost wages, concerts, or other tickets.
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