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'We're sorry': Delta offers vouchers, miles, waivers, more after global IT outage | How to get yours

By FOX 5 Atlanta Digital Team
Published  July 20, 2024 1:12pm EDT
Delta
FOX 5 Atlanta

Atlanta airport delays, cancellations day 4

Monday marked day four of delays and cancellations at Hartsfield-Jackson Atlanta International Airport where a global software outage is still affecting airlines, banks and other businesses.

Delta Air Lines has issued an apology and new ways to reconcile with customers who continue to be affected by Friday's global IT outage.

"We’re sorry for this inconvenience – canceling a flight is always our last resort and isn’t taken lightly," the company said in a statement issued Sunday. "Delta takes seriously the trust placed in us to deliver the reliability and experiences customers have come to know and expect from us."

In addition to the travel waivers they began extending on Saturday, the company says it is prepared to reimburse some customers for the unexpected expenses they may have taken on due to the disruption in service.

That reimbursement may come in the form of SkyMiles, a travel voucher or covered expenses like meal vouchers, hotel accommodations and ground transportation.

This new messaging comes a day after U.S. Secretary of Transportation Pete Buttigieg shamed airlines for "only offering flight credits to passengers for cancelled flights."

He urged all travelers, via social media, to "get your money back" by requesting a refund rather than accepting vouchers or rebooked flights.

In the statement, Delta Air Lines clarified that they would not be reimbursing customers for money lost on things purchased before the outage, delays and cancellations, such as concert tickets, vacation experiences or lost wages. Read the full statement here.

ORIGINAL STORY

While many flights are still grounded after the global IT outage, Delta Air Lines announced that it would be extending waivers to allow customers to make the necessary changes to their travel plans.

RELATED: Flight delays may ripple through weekend at Atlanta's airport due to CrowdStrike outage

More than 1,200 Delta mainline and Delta Connection flights were canceled on Friday when an update to cybersecurity tech giant Crowdstrike's Falcon software led to massive failures. Hospitals, banks, businesses and government agencies were also impacted.

If your Delta flight on July 19 was impacted, here are the steps you can take to re-book on the company's dime:

  • Use delta.com or the Fly Delta app to manage your travel itinerary
  • The new flight must be re-booked on or before July 25, in the same cabin of service as originally booked

Minors (anyone under the age of 18) will not be allowed to travel alone until July 21.

Delta said meal vouchers and hotel accommodation may also be available for some impacted customers.

"While customers can monitor and manage their itineraries on Delta.com or on the Fly Delta app, these online tools have been inundated with traffic, causing intermittent performance challenges," a spokesperson for the airline wrote in an official statement. "Delta teams are working to stabilize those tools. Also note that our ability to respond to service messages on social media platforms such as X are limited."