A global software outage was wreaking havoc on airlines and other industries across the globe Friday morning, causing 1,000 flight cancellations and counting with the prospect of disruptions extending through the day and even the rest of the weekend.
The problems began overnight Friday when many Microsoft computer systems went offline due to a faulty update with a common cybersecurity software called CrowdStrike. By early Friday morning, CrowdStrike's CEO said on social media that the problem was not caused by a cyberattack – and that a fix had already been deployed.
But it was too late to stave off disruptions for travelers, who faced long lines, delays, and cancellations at airports across the globe as airlines struggled to keep things moving manually. While the Transportation Security Administration (TSA) said it wasn't experiencing any technology snafus as a result of Friday's outage, airlines' woes brought travel to a standstill.
Nearly 1,200 flights in the U.S. had been canceled as of 7:30 a.m. CT, according to FlightAware, with another 2,600 flights delayed and counting. But that tally is likely to grow throughout the day as the morning pause left airline crews and planes out of place, unable to catch up in time for the next flight.
After a temporary grounding, Delta said it would begin resuming flights around 7 a.m while American Airlines said it had “been able to safely re-establish our operation” even earlier.
“Delta has resumed some flight departures after a vendor technology issue impacted several airlines and businesses around the world. That issue necessitated a pause in Delta’s global flight schedule this morning while it was addressed,” Delta said in a statement. “Additional delays and cancellations are expected Friday.”
Along with United, the nation's three largest carriers all issued waivers allowing travelers to rebook flights without fees or fare differences as far out as next Wednesday or Thursday.
Other flyers were luckier. Southwest, Alaska, JetBlue, and other carriers appeared to escape the outage unscathed, with few (if any) flight disruptions expected for the day, according to FlightAware.
After years of meltdowns as travel bounced back from the pandemic, the U.S. airline industry had kept flights running smoothly … until now. It's a stark reminder: In the endlessly complex world of airlines, all it takes is one small storm, labor dispute, or a third-party IT outage to start a snowball effect, causing mass disruptions.
What to Do
We know, travel disruptions stink. But a little patience, preparation, and most importantly, kindness can go a long way. As frustrating as a wrench in your plans can be, it's not your gate agent's fault your flight was canceled nor is it the airline customer service employee on the other end of the phone. And remember that you're not alone in dealing with this issue: Thousands of other travelers may have also had their plans ruined by this morning's outage, and they all probably want to get where they're going just as badly as you do.
It's time to be proactive. If your flight was canceled or delayed as a result of Friday's global software outage, here's what you can do.
Know Your Rights
Travelers in the U.S. have shockingly few rights. For years, there's been just one ironclad rule: If your airline cancels or significantly delays your flight, you can cancel your reservation and get a full refund – not just a credit or a voucher, but your money back.
A new federal rule defines a “significant delay” as three hours for domestic flight and six hours for an international one. You're also entitled to a refund if the airline changes your flight to a different airport, or increases the numbers of connections, among other things.
Airlines are now also required to explicitly inform passengers that a refund is available before offering travel credits or a voucher, but your best bet is still to ask for what you're legally owed.
Notably, it doesn't matter if you're flying on a U.S. airline or a foreign carrier: If your flight touches U.S. soil, these rules apply.
You could use this knowledge to your advantage to get your money back and try your trip again later. Or you could pocket the money and rebook a new ticket on a different airline that can actually get you where you need to be.
You may pay a small fortune for that same-day ticket, but at least getting your money back will soften the blow. Just keep in mind that you probably won't get that money back to your credit card or bank account immediately, although airlines are now required to issue a refund within seven business days for credit card purchases – or 20 days for other forms of payment.
Take Advantage of Waivers to Reschedule
Airlines are giving travelers affected by the software outage a free pass to rebook their flights without fees or fare differences. If you have the flexibility to travel on a different date, consider taking advantage of a waiver to change your flight. But you may want to do so sooner than later, as the busy summer travel season means open seats on those later flights may be scarce … and could disappear fast.
Here are quick links to the airlines offering travel waivers:
Exhaust Your Options to Contact Your Airline
Don't just stand in a long line to speak with a gate agent or employees at check-in. It's time to throw everything at the wall and see what sticks. Airlines are staffed by thousands of people who could help you – and not just those at the airport.
So…
- Grab your phone and call your airline while you stand in line.
- If you've got a credit card with airport lounge access, head to the Delta Sky Club or American Admirals Club and see if a lounge agent can help you.
- Fire up the website formerly know as Twitter and slide into your airlines' DMs. Or message Delta through your phone!
Read up on other ways to reach Delta amid hours-long call wait times!
But that airlines' own systems may still be down, complicating your ability to change your reservation. Twin Cities-based low-cost carrier Sun Country is warning travelers that it cannot rebook customers at the airport, online, or via phone for the time being until its systems come back online.
When travel disruptions occur, reaching an employee to help you can be the most stressful part of the situation. Getting as many irons in the fire as you can is crucial. You never know which negotiation method will pay off.
This is a developing news story, check back for updates