How To Handle the Airline Chaos Caused by the IT Outage

On July 19, 2024, the infamous “blue screens of death” began appearing around the world and knocking travel plans for a loop. The faulty CrowdStrike software update that triggered pandemonium may be the largest in IT history – and it is still wreaking havoc on travelers a full week later. Here’s how to handle the airline chaos caused by the IT outage.

What Happened

CrowdStrike, a cybersecurity company with more than 29,000 customers, appears to have installed faulty software onto the Windows operating system during an update gone wrong.

As a result, some of the world’s biggest airlines, banks, and other essential services came to a screeching halt as outages stretched across the globe.

How Did the Outage Affect Travelers?

FlightAware  estimates at least 10,672 flights were canceled and 54,420 flights delayed since July 19^th. In a July 24th statement, Transportation Secretary Pete Buttigieg estimated “more than half a million passengers have been impacted by this.”

And while many carriers like United, Southwest, and Spirit had customer check-in challenges, Delta Air Lines has been hit especially hard by the breach. It seems that the glitch targeted its crew scheduling software.

Delta passengers have been slammed by more than 4,400 cancellations since Friday, including more than 950 Monday evening.  Vacationers, business travelers, unaccompanied minors, and others have been stranded as the company works around the clock to resume normal operations.

What You Need to Know!

Most airlines are working hard to restore their flyers’ faith by offering extra frequent flyer miles, free re-bookings, food reimbursements, and overnight hotel stays when possible.

New Airline Refund Rules for 2024

However, travelers should know that they are also have the right to request a refund for cancelled and delayed flights.

Under the new 2024 Department of Transportation rule, travelers are entitled to a full refund when their flights are canceled, regardless of the reason.

If you’d rather be rebooked to your destination, you can also choose to accept another flight, travel credit or alternative transportation offered by the airline.

If the airline caused the disruption – whether with crew, maintenance, baggage, fuel, or software outages – it owes passengers assistance. Weather and issues with air traffic control are exempt.

“I have made clear to Delta that we expect the airline to provide prompt refunds to consumers who choose not to be rebooked, and free rebooking and timely reimbursements for food and overnight hotel stays to consumers affected by the delays and cancellations, as well as adequate customer service assistance to all of their passengers. No one should be stranded at an airport overnight or stuck on hold for hours waiting to talk to a customer service agent.”

Transportation Secretary Pete Buttigieg

New Airline Refund Rules: What You Need to Know!

Post-Departure Travel Protection

If you were savvy enough to purchase travel protection prior to your trip, be sure to check your protection plan details and file a claim with your carrier.

Many include reimbursements for things like lodging, meals, and other costs associated with an interruption in your itinerary.

How To Handle the Airline Chaos Caused by the IT Outage

You may be reading this post while camped out at the airport. Or you might be one of the lucky ones who snagged a rental car. Regardless of your circumstances, know that you DO have options. There are ways to help cover the costs and inconveniences associated with this very inconvenient outage.

My family traveled 24 exhausting hours from Europe this past Monday only to find ourselves stranded in Newark one short segment from home… street cred!😉