Four days after a widespread software outage, one of Boston Logan Airport’s major airlines is still struggling to resume full service. “I’m really, really glad to be back in Boston. I’ve never loved Logan as much as I love Logan in this moment,” passenger Stephanie Yuhl said.Yuhl is finally back in Boston and reunited with her suitcase. Hers was among the hundreds of pieces of luggage in the Delta baggage claim area of Terminal A. She was stuck in Indianapolis for two extra nights. Passengers Sherry Luke and Jacquelyn Schmiege and her son, Aiden Schmiege, would have been stuck in Boston for two days, but when they met Monday night at Logan, they decided to rent a car and drive back to Florida. “We’re going to drive,” Jacquelyn Schmiege said. “We came on a spur-of-the-moment trip, and they canceled it, so we met this lovely lady in line — hoping she’s not a serial killer — and we’re just going to go for it. Why not?” “She’s in Winter Garden, I’m in Winter Park, so it’s like, ‘You know what, let’s just get a car and get out of here,'” Luke said.There were dozens and dozens of bags at Delta’s baggage claim. “The CrowdStrike error required Delta’s IT teams to manually repair and reboot each of the affected systems … one of Delta’s most critical systems – which ensures all flights have a full crew in the right place at the right time – is deeply complex and is requiring the most time and manual support to synchronize,” Delta said in a statement Monday.Jason Leopoldo from Scottsdale, Arizona, is living a travel nightmare that started Monday night, when he suddenly had to get three hotel rooms for his family when their trip home from Europe hit a bump at Logan. “They canceled our flight last minute. We have five kids, so we brought some help, and we have 14 bags. So now I rented a car, and we’re driving to Hartford, Connecticut, to catch a Southwest flight because Delta couldn’t put us on a flight until Friday,” Leopoldo said. The airline had to cancel close to 1,400 flights across the country on Sunday and hundreds more on Monday. Delta’s CEO said the CrowdStrike outage affected the airline’s crew tracking tools — what he called “one of Delta’s most critical systems” — and rebooking system. The airline is offering waivers to impacted customers.”No one should be stranded at an airport overnight or stuck on hold for hours waiting to talk to a customer service agent. I will ensure that our department supports Delta passengers by enforcing all applicable passenger protections,” U.S. Transportation Secretary Pete Buttigieg said. Delta issued this statement about the issue at 2:30 p.m. on Monday:”Delta people worked Monday to get the airline’s complex global operation back on track after cybersecurity vendor CrowdStrike’s faulty Windows update rendered IT systems of companies across the globe inoperable. “‘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 on Monday. ‘Keep taking great care of our customers and each other in the coming days.'”Upward of half of Delta’s IT systems worldwide are Windows-based. The CrowdStrike error required Delta’s IT teams to manually repair and reboot each of the affected systems, with additional time than needed for applications to synchronize and start communicating with each other. “Delta’s crews are fully staffed and ready to serve our customers, but one of Delta’s most critical systems — which ensures all flights have a full crew in the right place at the right time — is deeply complex and is requiring the most time and manual support to synchronize. “Across the operation, Delta teams are working tirelessly to care for customers impacted by delays and cancellations as the airline works to put flight crews and aircraft back in position following the disruption. “We’re also working to make it right for our customers, starting with these steps: “Extending a travel waiver. Delta extended a travel waiver for all customers with travel booked from July 19-23. The waiver offers customers the ability to make a one-time change to their itinerary. The fare difference for customers will be waived when rebooked travel occurs on or before July 28, in the same cabin of service as originally booked. Customers are encouraged to manage changes to their travel via delta.com or the Fly Delta app. “Right to Refund Upon Request. Customers whose travel has been disrupted due to a canceled or significantly delayed flight may choose to cancel their travel and receive an eCredit for the unflown portion of the trip, or may instead request a refund at delta.com/refund. “Issuing SkyMiles Program miles or a travel voucher in an amount based on the customer’s affected travels. “Covering eligible expenses resulting from this flight disruption, including providing meal vouchers, hotel accommodations where available and ground transportation. “Reimbursement of eligible expenses. Customers who have incurred hotel, meal or ground transportation expenses while in transit during this operational disruption may submit eligible expenses for reimbursement.* “Reaching out to customers about cancellations and rebooking options. Delta is notifying customers about delays and cancellations in their itinerary via the Fly Delta app and text message, and offering rebooking options that can be managed online. “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. 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. “*Delta does not reimburse prepaid expenses, including but not limited to hotel reservations at the customer’s destination, vacation experiences, lost wages, concerts or other tickets.”
Four days after a widespread software outage, one of Boston Logan Airport’s major airlines is still struggling to resume full service.
“I’m really, really glad to be back in Boston. I’ve never loved Logan as much as I love Logan in this moment,” passenger Stephanie Yuhl said.
Yuhl is finally back in Boston and reunited with her suitcase. Hers was among the hundreds of pieces of luggage in the Delta baggage claim area of Terminal A. She was stuck in Indianapolis for two extra nights.
Passengers Sherry Luke and Jacquelyn Schmiege and her son, Aiden Schmiege, would have been stuck in Boston for two days, but when they met Monday night at Logan, they decided to rent a car and drive back to Florida.
“We’re going to drive,” Jacquelyn Schmiege said. “We came on a spur-of-the-moment trip, and they canceled it, so we met this lovely lady in line — hoping she’s not a serial killer — and we’re just going to go for it. Why not?”
“She’s in Winter Garden, I’m in Winter Park, so it’s like, ‘You know what, let’s just get a car and get out of here,'” Luke said.
There were dozens and dozens of bags at Delta’s baggage claim.
“The CrowdStrike error required Delta’s IT teams to manually repair and reboot each of the affected systems … one of Delta’s most critical systems – which ensures all flights have a full crew in the right place at the right time – is deeply complex and is requiring the most time and manual support to synchronize,” Delta said in a statement Monday.
Jason Leopoldo from Scottsdale, Arizona, is living a travel nightmare that started Monday night, when he suddenly had to get three hotel rooms for his family when their trip home from Europe hit a bump at Logan.
“They canceled our flight last minute. We have five kids, so we brought some help, and we have 14 bags. So now I rented a car, and we’re driving to Hartford, Connecticut, to catch a Southwest flight because Delta couldn’t put us on a flight until Friday,” Leopoldo said.
The airline had to cancel close to 1,400 flights across the country on Sunday and hundreds more on Monday.
Delta’s CEO said the CrowdStrike outage affected the airline’s crew tracking tools — what he called “one of Delta’s most critical systems” — and rebooking system. The airline is offering waivers to impacted customers.
“No one should be stranded at an airport overnight or stuck on hold for hours waiting to talk to a customer service agent. I will ensure that our department supports Delta passengers by enforcing all applicable passenger protections,” U.S. Transportation Secretary Pete Buttigieg said.
Delta issued this statement about the issue at 2:30 p.m. on Monday:
“Delta people worked Monday to get the airline’s complex global operation back on track after cybersecurity vendor CrowdStrike’s faulty Windows update rendered IT systems of companies across the globe inoperable.
“‘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 on Monday. ‘Keep taking great care of our customers and each other in the coming days.’
“Upward of half of Delta’s IT systems worldwide are Windows-based. The CrowdStrike error required Delta’s IT teams to manually repair and reboot each of the affected systems, with additional time than needed for applications to synchronize and start communicating with each other.
“Delta’s crews are fully staffed and ready to serve our customers, but one of Delta’s most critical systems — which ensures all flights have a full crew in the right place at the right time — is deeply complex and is requiring the most time and manual support to synchronize.
“Across the operation, Delta teams are working tirelessly to care for customers impacted by delays and cancellations as the airline works to put flight crews and aircraft back in position following the disruption.
“We’re also working to make it right for our customers, starting with these steps:
“Extending a travel waiver. Delta extended a travel waiver for all customers with travel booked from July 19-23. The waiver offers customers the ability to make a one-time change to their itinerary. The fare difference for customers will be waived when rebooked travel occurs on or before July 28, in the same cabin of service as originally booked. Customers are encouraged to manage changes to their travel via delta.com or the Fly Delta app.
“Right to Refund Upon Request. Customers whose travel has been disrupted due to a canceled or significantly delayed flight may choose to cancel their travel and receive an eCredit for the unflown portion of the trip, or may instead request a refund at delta.com/refund.
“Issuing SkyMiles Program miles or a travel voucher in an amount based on the customer’s affected travels.
“Covering eligible expenses resulting from this flight disruption, including providing meal vouchers, hotel accommodations where available and ground transportation.
“Reimbursement of eligible expenses. Customers who have incurred hotel, meal or ground transportation expenses while in transit during this operational disruption may submit eligible expenses for reimbursement.*
“Reaching out to customers about cancellations and rebooking options. Delta is notifying customers about delays and cancellations in their itinerary via the Fly Delta app and text message, and offering rebooking options that can be managed online.
“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. 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.
“*Delta does not reimburse prepaid expenses, including but not limited to hotel reservations at the customer’s destination, vacation experiences, lost wages, concerts or other tickets.”
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