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Today is the sixth day since the CrowdStrike IT issue and Delta’s ongoing mayhem with its crew scheduling software. The IT outage became widespread globally on Friday and ended up bringing airports, airlines, banks, and other institutions to a standstill overnight as Microsoft-based computers running software from CrowdStrike (a cybersecurity company that provides cloud workload protection, threat intelligence, and cyberattack response services) stopped functioning. A fix was deployed and by the weekend most companies (including airlines) had returned to normal operations. Most airlines, that is, with the notable exception of Delta. The Atlanta-based carrier has cancelled 6,000 flights and is still trying to get its footing. Through all of this, Delta’s CEO, ED Bastian has yet to issue a genuine apology and instead has relied on blaming CrowdStrike for a problem that is no longer sitting with it.
.@Delta CEO Ed Bastian shared the following message Wednesday morning as the airline continues to recover from the impact of last week's CrowdStrike outage. https://t.co/vG1qoz03oT
— Delta News Hub (@DeltaNewsHub) July 24, 2024
Delta CEO released a statement on Sunday (more here) and another this morning. Today’s reads:
Since the CrowdStrike outage late last week, Delta’s team of the best professionals in the business has been working around the clock to restore the reliable, on-time operation you’ve come to know and expect when you fly with us.
While our initial efforts to stabilize the operations were difficult and frustratingly slow and complex, we have made good progress this week and the worst impacts of the CrowdStrike-caused outage are clearly behind us. Delays and cancellations were down 50% Tuesday compared to Monday, and we anticipate cancellations Wednesday to be minimal. Thursday is expected to be a normal day, with the airline fully recovered and operating at a traditional level of reliability.
I know the last few days have been difficult. To our customers who were impacted, I want to thank you for your patience and apologize again for the disruption to your travel.
We understand how important travel is in your lives, and we remain committed to taking care of those whose flights may still be impacted, with meals, hotel accommodations and ground transportation offered through vouchers and reimbursements. We’re also providing impacted customers with Delta SkyMiles and travel vouchers as a further gesture of apology.
I also want to extend my thanks and gratitude to Delta’s amazing team of 100,000 aviation professionals, who have been working tirelessly to take care of our customers and ensure their safety in a challenging operating environment.
We will continue to keep you informed via delta.com and the Fly Delta app for the latest information on your itinerary.
I’ve received emails from many of you who are understandably frustrated with the pace of progress and the difficulty in getting the service you deserve. I’ve also received many notes of encouragement and support commenting on the heroic efforts of our people, who are working under trying and stressful conditions. Thank you for your feedback, as well as your patience and understanding.”
This is a lot of rhetoric and passing the buck in my opinion. Reports of passengers getting SkyMiles are true, but they’re receiving 5,000, 10,000, 12,500, etc. These are all amounts that will barely buy you some cocktails in a Sky Club® let alone make any considerable progress towards a free flight. There is one anecdotal report of 55,000 miles being awarded above, but that seems to be an outlier. This situation has spiraled so much that the Department of Transportation (DOT) has opened an investigation. While this might not do much, I hope that it will hold Delta accountable for flights, hotels, meals, and other expenses incurred by stranded travelers.
I’ve never had such a horrendous experience flying with @Delta out of the Atlanta airport. We have been here for 14+ hours and had 2 flights cancelled, 8 delays and received 0 communication other than checking our app. This is the worst customer service.
— zoo tycoon (@zooweemama87) July 19, 2024
Guess who’s NEVER flying @Delta and guess who’s telling everyone they know NOT to fly @Delta …this guy *points at self* I don’t want any flight credits cause it’ll sit there until Biden comes back for presidency aka neverrrrr
— Yalissa (@ImJustYalissa) July 23, 2024
For the last decade I’ve flown first class @Delta for every single flight.
Never again.
Y’all just lost a customer for life.
Horrible customer service. Cancelled flights with no reimbursement. No answers from anyone.
RIP, @Delta, you’re dead to me. pic.twitter.com/ln7AJAr0j1
— Jason Helmes (@anymanfitness) July 22, 2024
For many, the damage has been done. Delta’s reputation as a premium, reliable carrier has tanked and it will take some time to rebuild goodwill. I am thankful that I had not been flying Delta in the past week as I know several people who have been stuck for days. We’ll see how this all turns out in the end, but the financial and reputational damage done here is severe.
The fault for the ongoing issues lies with Delta’s outdated crew scheduling software and the bravado that it claims to still be the best airline in the industry when its recovery has been the worst. Until Delta can take responsibility and make genuine change, history will repeat itself again in the future.
Anthony’s Take: Delta is going to need to do a lot to win back passengers. A genuine apology without the word “CrowdStrike” would be a start. One has to wonder if we’ll see a promo or something else to motivate Delta ticket sales as many are now looking to steer clear.
(Image Credit: Delta Air Lines.)
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1 comment
Delta is likely going to have a rough few quarters, both with the fliers they’ve been letting down and the ones watching Delta’s lack of ownership of the issues and failures that are on them (vs other biz that recovered days back from Crowdstrike. In a year or two, things will have calmed, memories will fade, etc. but the interim is going to be tough going for them.