Technology Cancels Your Flight

July 23, 2024in Salesforce

What to Do If Technology Cancels Your Flight – the Recent Crowdstrike Microsoft Outage

The recent Crowdstrike Microsoft outage caused widespread disruption beyond just computers, stranding thousands of air travelers. When Technology Cancels Your Flight, here’s what you can do next:

The Impact of the Outage

Air travelers posted pictures on social media of crowded airports in Europe and the United States due to the technology outage on Friday. In the U.S., major airlines like American, Delta, United, Spirit, and Allegiant had all their flights grounded for varying lengths of time. The outage affected crucial systems, including those for checking in passengers, calculating aircraft weight, and communicating with crews.

Travelers began to panic.

By early evening on the East Coast, nearly 2,800 U.S. flights had been canceled and almost 10,000 delayed, according to FlightAware. Worldwide, about 4,400 flights were canceled. Delta and its regional affiliates canceled 1,300 flights, United and United Express canceled more than 550 flights, and American Airlines canceled more than 450 flights. Airports became crowded zoos of passengers milling around waiting for answers.

The outage, blamed on a software update from cybersecurity firm CrowdStrike, affected Microsoft’s computers used by many airlines. Despite CrowdStrike identifying and fixing the issue, the damage was done, leaving hundreds of thousands of travelers stranded.

What to Do Next

Contact Your Airline

Automatic Rebooking: Airlines should rebook passengers automatically, but this could take longer as carriers recover from the outage. Be proactive and creative.
Help Desk Alternatives: Instead of waiting in long lines at the airport, call the airline or use their international help-desk number for quicker assistance.
Social Media: Post a few words to the airline on social media platforms like X (formerly Twitter). Many airlines have staff who help rebook passengers through social media.
Airline Apps: Use your airline’s app for the most current information about flight status, delays, and cancellations.

Check Other Airlines and Airports

Unaffected Airlines: Southwest and Alaska Airlines were not affected by the outage, but availability may be limited during the summer vacation season.
Nearby Airports: Look for flights from nearby airports, which may require changing airlines.

Weekend Flights

Check Status Frequently: Long delays and some cancellations could continue into Saturday and Sunday. Frequently check your flight status on the airline’s app or website.
Early Arrival: Some airlines recommend arriving three hours before departure. This might be a good time to heed such advice seriously. The TSA app provides estimated wait times at airports.

Air Traffic Control

Operational Systems: The Federal Aviation Administration’s systems, including air traffic control, were not affected by the outage. TSA’s passenger screening was also unaffected.

Refunds and Reimbursements

Flight Cancellations: Passengers whose flights are canceled are entitled to a full refund in the form of payment used, even for non-refundable tickets.
Alternative Travel: For those seeking another way to reach their destination, last-minute tickets might cost more than the refund.
European Flights: Under EU regulation EU261, travelers are entitled to compensation for cancellations or delays caused by the airline, except for “extraordinary circumstances” beyond the airline’s control.
U.S. Policies: U.S. law does not mandate similar compensation, but airlines set their own policies for reimbursing stranded travelers. The Transportation Department is pressuring airlines to cover passengers’ costs.

Transportation Secretary Pete Buttigieg emphasized the need for airlines to take care of passengers experiencing major delays. Airlines affected by the outage are offering rebooking, vouchers, refunds, and other assistance.

The Transportation Department fined Southwest $35 million last year as part of a $140 million settlement for nearly 17,000 canceled flights in December 2022. The department maintains a “dashboard” showing what each airline promises to cover during travel disruptions.

By taking proactive steps and utilizing available resources, travelers can navigate the challenges posed by this unexpected technology outage and find alternative solutions to reach their destinations.