On Friday, air travelers found themselves at the forefront of a major technology outage, sharing images on social media of crowded airports across Europe and the United States.
In the U.S., the outage affected American Airlines, Delta Air Lines, United Airlines, Spirit Airlines, and Allegiant Air, grounding flights for varying durations. The disruption impacted multiple systems, including those for passenger check-in and aircraft weight calculations, essential for takeoff.
United and other airlines issued waivers allowing customers to change travel plans. The outage occurred overnight and was attributed to a software update from cybersecurity firm CrowdStrike that affected Microsoft computers used by many airlines.
By midday Eastern Time, over 2,200 U.S. flights were canceled, and more than 6,000 were delayed, according to FlightAware. Globally, more than 3,500 flights were canceled, with the numbers expected to rise throughout the day.
CrowdStrike reported identifying and addressing the issue, but hundreds of thousands of travelers remained stranded. Jesse Neugarten, founder and CEO of travel-search site Dollar Flight Club, predicted ripple effects lasting several days, compounded by limited available seats during the peak summer travel season.
What to Do Next
Contact Your Airline: Airlines should rebook passengers automatically, but this process may be delayed. Passengers are encouraged to be proactive and creative. Instead of joining long lines at airport help desks, try calling the airline’s international help desk number for faster service. Posting on social media platform X (formerly Twitter) can also prompt a quicker response from airline staff.
Use Your Airline’s App: The airline’s app often provides the most current information about flight status, including delays and cancellations.
Check Other Airlines and Airports: While Southwest and Alaska Airlines were unaffected by the outage, available seats are limited during summer vacation. Consider checking flights from nearby airports and other airlines.
Weekend Flights: Delays and cancellations might extend into the weekend. Regularly check your flight status on the airline’s app or website. Some airlines recommend arriving up to three hours before departure; this is advice worth heeding given the current situation. The TSA app can help estimate wait times at security checkpoints.
Refunds and Reimbursements
Refunds: Passengers whose flights are canceled are entitled to a full refund, even for non-refundable tickets. However, securing an alternative last-minute flight may be costly.
Other Cost Reimbursements: In Europe, travelers may be entitled to compensation under EU261 regulations unless the disruption is due to extraordinary circumstances. In the U.S., there is no mandatory compensation, but airlines may offer reimbursements for hotels and meals at their discretion. The Transportation Department’s “dashboard” details each airline’s policies.
As the situation develops, travelers are advised to stay informed and flexible with their travel plans.
