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

23.07.2024 - 00:36 / thepointsguy.com

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.

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.

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

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.

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.

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.

Read more: You are entitled to a refund for your canceled flight — even if the airline says you aren't

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.

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