Delta Air Lines canceled flights for a third day on Monday as it struggled to recover from a global software outage that took down Microsoft systems worldwide. This outage, caused by a faulty update from cybersecurity company CrowdStrike, also disrupted operations at shipping and logistics companies, retailers, and banks.
Delta CEO Ed Bastian explained that the airline paused flights after the outage on Friday, leading to 3,500 canceled flights through Saturday and continuing into Sunday. The outage occurred during the airline’s busiest travel weekend of the summer, compounding the impact.
While most other airlines had largely recovered by Monday, Delta still faced significant issues, with another 1,120 flights within, into, or out of the U.S. canceled or delayed. In contrast, United Airlines only canceled 17 flights and delayed another 112.
The outage affected many Delta applications running on Microsoft Windows, including a crucial crew tracking tool. This tool’s failure made it impossible for Delta to manage the numerous changes triggered by the system shutdown. Delta’s teams worked around the clock to recover and restore full functionality.
To assist affected customers, Delta offered travel waivers, allowing them to change itineraries and rebook flights without fees. However, Secretary of Transportation Pete Buttigieg criticized Delta for its handling of customer service during the disruption, emphasizing that under federal regulations, customers are entitled to immediate refunds and not just travel credits. He called for prompt refunds, free rebooking, and timely reimbursements for food and hotel stays for affected consumers.
Preventing Application Errors and Ensuring Business Continuity:
1. Hire a CIO and CISO: Strong leadership in IT and security is crucial.
2. Proactive Monitoring: Regularly monitor systems to catch issues early.
3. Thorough Testing: Ensure that software updates are rigorously tested before deployment to avoid faulty updates.
4. Disaster Recovery Plans: Develop and maintain robust disaster recovery and business continuity plans.
5. Employee Training: Regularly train staff on new technologies and emergency procedures.
CIOs play a vital role in ensuring software testing does not disrupt business operations. By implementing thorough testing protocols and proactive monitoring, they can prevent application errors and maintain smooth operations. Investing in skilled IT leadership and robust processes can help companies navigate and mitigate technology risks.
Contact us to get you started on your security plan.