According to Delta’s 51-page conditions of carriage, the airlinewill give passengers a full refund, in the original form of payment, in the event their flight is canceled or diverted or delayed more than 90 minutes.
Advertisement
Three days after a power problem crashed Delta Air Lines’ computers, the flight schedule still is not back to normal.
“When Delta doesn’t fly aircraft, not only do customers not get to their destination, but flight crews don’t get to where they are scheduled to be”, said Delta Chief Operating Officer Gil West.
Delta CEO Ed Bastian, in an interview with The Atlanta Journal-Constitution, said he takes “personal responsibility” for the episode and added new detail to its cause.
“The airline industry is very much about customer-facing technology, because it’s very competitive”, Goldberg said.
A similar computer error at Southwest Airlines forced the budget carrier to cancel around 2,000 flights in July. It was later spun off into a separate company called Travelport, but Delta bought back its portion two years ago.
“A lot of airlines have been struggling with legacy systems that they are not able to shut down – decommission to move through their life cycle – because they have a 24/7 operation”, Jaggers said.
A power outage at its base in Atlanta affected its global computer systems. “We know this has been a rough couple of days for our customers and apologize to those who have experienced our less-than-stellar operation”.
Delta previously said it expected fewer than 100 flights to be Wednesday, but that estimate ultimately proved too conservative. It began with a router malfunctioning and prevented the carrier from ticketing passengers and dispatching crews.
“I don’t think it’s our responsibility to go and have to argue a point when we are not the ones responsible for making the changes”, said Dominique Jasper, another traveler”. The airline is still investigating the cause. Many customers have already been contacted by Delta agents. Hundreds of thousands of passengers have been stranded overnight throughout the ordeal, many spending the night in airports around the globe.
“They need to pay for the problem, not the consumer”, he said. Keep close tabs on your flight and stay in touch with the airline to find out about any delays or cancellations.
Advertisement
Curtis said IT systems should be designed so that when a part fails, its functions automatically switch over to a backup, preferably in a different location.
