A technology outage which was widespread on July 19th caused by software problems in CrowdStrike prompted massive disruptions to Delta Air Lines that caused numerous flight cancellations and delays. Effects of this event have angered customers, necessitated an inquiry from the U.S. Department of Transportation, and stressed the need for people to know their rights as air travelers.
Ed Bastian, the CEO of Delta has apologized to customers assuring that the worst effects of the crash are now in the past. Afterward, during the travel waiver period extending from July 19 through July 28, it opted to recover its passengers’ reasonable out-of-pocket costs.
Pete Buttigieg, Transportation Secretary announced Delta’s investigation into how they handled things noting that it is important for them to follow the rules and take care of their customers. Controllable delays and cancellations have been labeled as such by DOT because they resulted from actions by airline officials.
Affected travelers are being urged by consumer advocates to file complaints and seek a refund. Teresa Murray, the director of the Consumer Watchdog office for U.S. PIRG, advised passengers to keep records that are detailed of their experiences and costs. She cautioned against taking vouchers or credits without thinking carefully about them, proposing that in many cases cash reimbursements might be more advantageous.
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Passengers’ stories included long delays, having to rent cars unexpectedly and missing events. Jane McNamara from Royal Oak, Michigan and Daniel Martin a traveling magician from Jackson, Michigan both had multiple flight cancellations plus significant other expenses.
Delta has put in place an online reimbursement process for affected customers. The professionals recommend filing comprehensive claims with all necessary supporting documents which include receipts and narratives showing what transpired between the claimant and airline personnel.
If any passenger finds the airlines’ response inadequate, they should complain to the Department of Transportation in America (DOT). This incident highlights once again how important it is that consumers have protection in place when they fly and that they should know their rights are violated during such disruptions.