ATLANTA — Delta Air Lines' delays and cancellations have extended into this week as the company still tries to fully recover operationally from Friday's worldwide computer systems outage.
Atlanta-based Delta Air Lines has been particularly hard-hit by Friday's disruptions, and delays within its global network continued over the weekend and Monday. That has meant long lines and scrambled travel itineraries at Hartsfield-Jackson Atlanta International Airport.
By Wednesday afternoon, piles of luggage at Hartsfield Jackson had been mostly cleared out, and crews were seen placing dozens of bags on box truck vehicles outside the airport.
One customer, Suriah Washington, said she showed up at the airport Wednesday and shared that her bags had been missing for five days.
“They gave me a tracking number. They said it was supposed to be here now. They said it was supposed to be at this carousel here. There’s nothing at this carousel," explained Washington.
Another customer, Carol Jones, took the search into their own hands.
“They were trying to be helpful, but they weren’t. So, I just walked and walked. I’ve been here about an hour. I just walked by and said, ‘Oh my gosh, there it is!’" shared Jones.
RELATED: When will Delta be back to normal? Plus, how you can navigate the ongoing flight disruptions
After more than 6,500 total cancellations since the outages last Friday, the rate has appeared to slow from Monday (more than 1,100 cancellations) to Tuesday (more than 500) now into Wednesday, with a reported 26 cancellations through the afternoon so far.
RELATED: Government to launch investigation into Delta as issues continue following CrowdStrike outage
The ongoing issues at Delta have prompted a Department of Transportation investigation announced Tuesday by Secretary Pete Buttigieg.
Here's a look at the latest:
Delta flight delays & cancellations updates | Wednesday, July 24
- An update from Delta Airlines CEO Ed Bastian was provided to customers via email around 7:45 a.m. Read it in full below:
- Jul 24, 2024 7:45am
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.
- Jul 24, 2024 7:45am
- Wednesday data: As of 1:15 p.m., there are 348 delays into and out of Hartsfield-Jackson Atlanta International Airport, according to tracking site FlightAware. There have also been 26 cancellations, a slower rate than previous days. Of those, 17 are Delta flights.
- Total cancellations: According to Associated Press reporting as of Tuesday, Delta has canceled more than 6,500 since Friday.
- Tuesday data: According to the Associated Press, more than 500 flights were canceled Tuesday, down from the more than 1,100 Monday.
- From Tuesday: Transportation Secretary Pete Buttigieg posted on X that the U.S. Department of Transportation has opened an investigation into Delta "to ensure the airline is following the law and taking care of its passengers during continued widespread disruptions." The secretary added: "All airline passengers have the right to be treated fairly, and I will make sure that right is upheld."
- Delta working around the clock: Delta is extending a travel waiver once again. In a 2:30 p.m. update Monday, the airline said the extension for customers is for travel booked from July 19-July 23. Customers can make a one-time change to their itinerary. Delta said upward of half its IT systems worldwide are Windows based. The issue with CrowdStrike caused the airline to have to manually repair and reboot each affected systems, the company said in a news release. One of its most crucial systems that ensures flights have crews are in the right place at the right time is requiring the most time. “We’ve got everyone around the company working around the clock to get this operation where it needs to be,” Delta CEO Ed Bastian said in a video message to employees. “Keep taking great care of our customers and each other in the coming days.” Delta has also launched an Internal Baggage Command Center in Atlanta due to Hartsfield Jackson having such a high amount of displaced bags. Learn more about what the airline is offering travelers here.
- Delta's response: The airline issued a new release on Sunday outlining steps the company is taking to remedy travel woes. Travel waivers have been extended so far for all flights booked from July 19-21, and Delta says it is covering eligible expenses for stranded travelers including meal vouchers, hotel accommodations and ground transportations. Customers also have a right to request a refund if they cancel their bookings at delta.com/refund.
- What you can do: Right now, if you're among the Delta customers stuck in limbo and still trying to make a flight, all you can really do is monitor and manage/change your itinerary through Delta's website or the Fly Delta app. Those systems, of course, have also been overwhelmed in part by the many travelers trying to access them, Delta said its platforms have been "inundated with traffic, causing intermittent performance challenges" and "Delta teams are working to stabilize those tools."
- Reaction: Delta has drawn the scrutiny of Transportation Secretary Pete Buttigieg, who wrote on X late Sunday night that, "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." The secretary continued by saying Delta must "provide prompt refunds to consumers who choose not to take rebooking, free rebooking for those who do, and timely reimbursements for food and hotel stays to consumers affected by these delays and cancellations, as well as adequate customer service assistance." Buttigieg directs customers to this website for air travel complaints to federal regulators.
- Traveler reaction: Numerous people on social media have posted their frustrations with Delta. Customers have reported being stranded at Atlanta's airport, severe difficulties with getting their situations resolved and the airport has been hugely crowded for several days with stranded flyers. Former Georgia state Rep. Bee Nguyen also had some useful advice for flyers on X: