Delta Air Lines meltdown: What to do if you’re stranded because of the IT outage

It’s been a tumultuous few days at U.S. airports. Airlines have canceled thousands of flights since an IT outage affecting Microsoft clients Friday upended operations at industries around the world — including air travel.

Delta Air Lines has been hardest hit among U.S. airlines. The Atlanta-based carrier canceled at least 1,200 flights per day on Friday, Saturday and Sunday. Now, disruptions have spilled into Monday, with hundreds more flights affected.

Recent days have brought scenes of passengers waiting in massive lines to speak with customer service and others sleeping on the floor in airports.

A Delta Air Lines customer service line Saturday at Detroit Metropolitan Wayne County Airport (DTW). JOE RAEDLE/GETTY IMAGES

It’s perhaps the biggest air travel headache U.S. passengers have encountered since Southwest Airlines’ holiday 2022 meltdown — although that operational disaster was far worse in scope, resulting in nearly 17,000 cancellations.

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Here’s what to know if you’re caught up in the current air travel mess, or planning to fly in the coming days.

Reminder: You have a right to a refund

Under U.S. Department of Transportation policy, you’re entitled to a refund for the unused portion of your ticket if:

Your flight is canceled or significantly delayed.
You choose not to travel and don’t want to be rebooked.

The airline may offer you a travel voucher or frequent flyer miles, but you don’t have to accept. If you meet the above criteria and want a refund, the airline is required, under DOT policy, to provide a prompt refund to the original payment method.

Hartsfield-Jackson Atlanta International Airport (ATL). JESSICA MCGOWAN/GETTY IMAGES

Note that the Biden administration in April unveiled new rules defining what constitutes a “significant delay” and requiring airlines to give prompt refunds without the traveler having to ask for it. Those rules, which were codified in the recent Federal Aviation Administration reauthorization bill, are set to take effect in late October.

How to get a refund on Delta

Delta Air Lines passengers can submit for a refund at Delta.com/refund.

In a statement Monday, the carrier said it’s offering affected travelers the option for a refund for the unused portion of their ticket, or eCredit with the airline.

What to do if your flight is canceled

If you’re flying with Delta and have had one (or multiple) flights canceled in recent days— and really need to get to your destination — it may be time to consider booking a backup flight on another airline.

Booking a backup flight

Most other U.S. airlines have nearly, if not completely, recovered their operations in the wake of the IT glitch.

While Delta’s cancellation rate Monday hovered above 20%, major competitors from American Airlines to United Airlines had cancellation rates at or below 1%.

That means, until Delta’s operations recover, you may be safer on another carrier — an unusual statement considering Delta’s long-standing reputation for operational reliability.

Before booking a backup flight, you’ll want to make sure you meet the above refund requirements for your first flight, so that you don’t end up paying for multiple flights.

Baggage claim Monday at Hartsfield-Jackson Atlanta International Airport (ATL). JESSICA MCGOWAN/GETTY IMAGES

Using points or miles

If the price of booking a last-minute ticket on another airline is sky-high, you can explore the possibility of using frequent flyer miles.

However, since many airlines now use dynamic pricing for award tickets, the award pricing may be quite high, too — so be sure to check TPG’s points and miles valuations to ensure you’re not handing over too many of your hard-earned points and miles all at once.

If you have some time on your hands, you might check to see if an international program like Avianca LifeMiles is offering cheap award pricing on domestic United Airlines flights … or, check the same on American Airlines using Avios through British Airways Executive Club. You can transfer credit card rewards from multiple issuers to both programs at a 1:1 ratio.

Alternatives for reaching customer service

No one wants to wait in a long line or on hold for hours, which is commonplace when you have a large-scale airline meltdown.

Despite tech problems affecting numerous Delta applications, if I were stranded, I’d still be keeping a close eye on my airline app. It’s a great tool for rebooking yourself without having to wait for an airline representative’s assistance.

You can also try emailing customer service or exploring any live chat functions.

Sometimes, reaching out on social media can be an alternative last-ditch tactic. However, Delta noted Sunday that its ability to respond to social media messages was limited amid the chaos.

Who’s on the hook to pay for expenses when you’re stranded?

Even though the problems that triggered these issues at airlines started with a mishap at a third-party vendor, the DOT considers these cancellations and delays to be “controllable” — in other words, the airline’s responsibility.

A passenger examines the departure board Sunday at Detroit Metropolitan Wayne County Airport (DTW). JOE RAEDLE/GETTY IMAGES

That means the agency is treating these disruptions more like cancellations that come up due to airline maintenance or staffing — and unlike problems caused by weather or air traffic control. In the latter cases, good luck getting the airline to pay for your unexpected hotel stay.

In this case, though, you may be in a better position to claim some reimbursement.

Because the Biden administration views these disruptions as “controllable,” the DOT expects Delta (and its competitors affected in recent days) to fulfill promises spelled out in the Airline Customer Service dashboard, found at flightrights.gov.

Cancellations

Here’s what Delta has committed to when there’s a controllable cancellation:

Commitment	Yes/No
Rebook on the same airline at no cost	Yes
Rebook on a partner airline, or another airline with which it has an agreement, at no added cost	Yes
Meal or meal cash voucher when cancellation results in the passenger waiting three hours or more for a new flight	Yes
Hotel accommodations for passengers affected by an overnight cancellation	Yes
Ground transportation to and from the hotel	Yes
Cash compensation when a cancellation results in the passenger waiting three hours or more from the scheduled departure time	No
Credit, travel voucher or frequent flyer miles when a cancellation results in the passenger waiting three hours or more from the scheduled departure time	No

Delays

Here’s what Delta has committed to in the event of a controllable delay:

Commitment	Yes/No
Rebook on the same airline at no cost	Yes
Rebook on a partner airline, or another airline with which it has an agreement, at no added cost	Yes
Meal or meal cash voucher when a delay results in the passenger waiting three hours or more for a new flight	Yes
Hotel accommodations for passengers when a delay leads to an unexpected overnight stay	Yes
Ground transportation to and from the hotel	Yes
Cash compensation when a delay leads to a passenger waiting three hours or more from the scheduled departure time	No
Credit, travel voucher or frequent flyer miles when a delay results in the passenger waiting three hours or more from the scheduled departure time	No

What Delta is providing to affected passengers

However, Delta has said it’s providing meal vouchers, hotel accommodations and ground transportation to affected passengers. On Sunday, the carrier shared a link at which customers can submit expenses for potential reimbursement.

Delta also said it’s providing SkyMiles and travel vouchers as a “gesture of apology.”

Delta is communicating directly with significantly impacted customers via email Sunday offering an acknowledgement of the disruption, an apology and the issuance of SkyMiles Program miles or a travel voucher.

— Delta News Hub (@DeltaNewsHub) July 21, 2024

Delta on Monday laid out several ways in which it is providing refunds, reimbursements and assistance to passengers.

One type of expense that’s not covered by the airline? Prepaid expenses at your destination, like concert tickets or vacation experiences.

Keep receipts

We’d recommend keeping all receipts accumulated during a flight disruption for documentation if you think you might end up claiming reimbursement.

Biden administration skeptical of response

Despite detailing those accommodations, Transportation Secretary Pete Buttigieg took to social media late Sunday calling on the carrier to step up its support for passengers affected by the disruptions of recent days.

“I have made clear to Delta that we will hold them to all applicable passenger protections,” Buttigieg wrote on X.

We have received reports of continued disruptions and unacceptable customer service conditions at Delta Air Lines, including hundreds of complaints filed with @USDOT.

I have made clear to Delta that we will hold them to all applicable passenger protections.

— Secretary Pete Buttigieg (@SecretaryPete) July 22, 2024

Will your credit card travel insurance help?

Some credit cards offer travel insurance protection, which can provide an extra layer of security — and potential cost-savings — in the event of a flight cancellation or delay.

Each card’s benefits differ slightly, but as a rule of thumb, you’ll typically need to have booked your flight and other trip aspects you’re hoping to claim with the card that carries the protection in order to make a claim.

Also, your protection may not cover expenses for which the airline should be on the hook.

Crowds on Saturday inside Terminal 1 at New York’s John F. Kennedy International Airport (JFK). KENA BETANCUR/AFP/GETTY IMAGES

I recently made a successful travel insurance claim through a policy I have via The Platinum Card® from American Express for an unexpected weather-induced overnight stay I had last year in Atlanta.

In making the claim, I had to submit documentation that my flight delay was weather-induced, and that the airline (Southwest Airlines, in this case) would not cover my overnight hotel stay.

In this case, since the DOT has deemed IT outage-related disruptions “controllable” on the part of airlines, your insurance company may ask you to check with your airline for reimbursement first.

However, you may be able to claim expenses the airline won’t cover.

Eligibility and benefit level varies by card. Terms, conditions and limitations apply. Visit americanexpress.com/benefitsguide for details. Policies are underwritten by New Hampshire Insurance Company, an AIG Company.

Bottom line

Ultimately, your best bet is patience as you head to the airport. It’s been a busy and likely frustrating few days for airline employees navigating the sea of cancellations and delays in the face of technological glitches.

For its part, Delta said in a statement that its teams “have been working around the clock” to fully restore its operation.

At the same time, being prepared and knowing your rights as an airline passenger are critical.

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