Delta Offers Compensation for Customers Affected by Systemwide Outage

In a video, Delta CEO Ed Bastian apologizes to customers for disruption to airline’s operations today, assures that airline employees are working “all hands on deck” to bring flight schedule back to normal. (Transcript of video below.)

ED BASTIAN VIDEO TRANSCRIPT
I’m Ed Bastian. I’m speaking to you today from our operations and customer center where we’ve got Delta teams working around the clock to restore our system capability. As I’m sure you can appreciate, it’s a all hands on deck effort. We lost power about 2:30 this morning, which caused us to implement the ground stop that we put in place at five.

I apologize for the challenges this has created for you with your travel experience. The Delta team is working very, very hard to restore and get these systems back as quickly as possible.

For those of you who have been inconvenienced and need to access and make changes to your travel plans, we have instituted system-wide waivers and you can access those either through delta.com or by talking to any of our reservation agents.

I appreciate the hard work the Delta team and the Delta people are doing to bring our system back up as quickly and safely as possible. And once again I apologize for any inconvenience this has caused to you our customer.

Delta will provide $200 in travel vouchers to all customers who experienced a delay of greater than three hours or a cancelled flight as a result of today’s systemwide outage. The vouchers are available for travel on all Delta and Delta Connection-operated flights.

“We know that travelers value our commitment to excellent operational performance, and today we did not deliver on that commitment,” said Gil West, Delta’s Senior Executive Vice President and Chief Operating Officer. “We want our customers to know we are thoroughly investigating the matter and that we are truly sorry.”

Delta cancelled hundreds of flights and hundreds more were delayed as it worked to reset its operation following a loss of power in Atlanta that affected Delta computer systems and operations worldwide. Systems are fully operational and flights resumed hours ago but delays and cancellations remain as recovery efforts continue.

Customers affected by the outage and who have provided their email address will be contacted today and will receive their voucher in seven to 10 business days. Customers who have not been contacted can complete a Customer Care form on www.delta.com/wecare to receive their voucher. All travel must be booked by Aug. 8, 2017.

A travel waiver is in effect: http://www.delta.com/content/www/en_US/traveling-with-us/advisories/system-outage.html.

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