After today’s travel disruptions, following a systemwide computer failure, Delta’s Senior Executive Vice President and Chief Operating Officer has offered apologies.
“We’re sorry for what customers are experiencing as we work to get our operation back on track.”
In all, the airline has cancelled 450 flights today and 1,700 flights took off. Delays and cancellations will continue while the airline works to get back on track.
Although the airline’s only legal obligation is to offer customers the choice of cancelling their ticket or rebooking, Delta is offering compensation to those passengers affected by long delays.
Delta will issue $200 in travel vouchers to all customers who experienced a delay greater than three hours, or whose flight was cancelled flight as a result of today’s systemwide computer outage.
The vouchers are available for travel on all Delta and Delta Connection-operated flights.
“We know that travellers value our commitment to excellent operational performance, and today we did not deliver on that commitment,” said West. “We want our customers to know we are thoroughly investigating the matter and that we are truly sorry.”
Customers affected by the computer outage, and who have given Delta their email address, will be contacted today and get their travel voucher in 7-10 business days, the airline states. Customers who have not been contacted can complete a Customer Care form on www.delta.com/wecare to receive their voucher.
Earlier, Delta gave some practical advice to customers affected by the disruption (quoting).
1. If you’ve been notified that your flight has been changed or rebooked, your original boarding pass will work at the gate for your new flight.
2. Customers can now check the status of their flight and conduct some rebooking options on delta.com of through the Fly Delta App.
3. If your flight is cancelled or significantly delayed, you are entitled to a refund. Even if your flight is not cancelled, you may make a one-time change to your ticket without fee. See details here.
4. Delays continue. Customers heading to the airport should expect delays and cancellations. While inquiries are high and wait times are long, our customer service agents are doing everything they can to assist.
5. Unaccompanied Minors that have not yet begun their travel today will not be accepted for their flights. These customers will be able to rebook without fees for a later date.