Aug 9, 2016, 1:04 pm
Last edit by: TheLifeOfA_NKCM
As most of us ...well, all of us, know, there was a power failure at ground ops in ATL on Monday (2016-08-08) at 2:39AM which lead to mass-cancellations and delays and rebookings spanning as far as next Sunday (2016-08-21) as of Aug 9. Passengers didn't hesitate to display their dissapointment, Twitter, ACS, and DL phone lines were ambushed with customers. In an effort to keep our fellow flyers informed on the incoming changes and information, this Wiki was formed.
You may all feel free to edit it as your leisure as we continue to watch this develop..
If you are currently at an airport right now, your information on the ongoing events and current situation there is equally as valuable. Thanks for your input.
If you have part of an article in your post, please cite it with a URL to it's
origin.
Airport & Support Situation..
NRT: Foam or Blowup Pad, Crackers, and water given out to customers for sleeping prior to hotel voucher last night
MSP: "Security Lines best since reconfiguration"
---
Note:
Some passengers are reporting long waiting queues on DL phone lines. If possible avoid contacting DL CSR by phone (DM and medallion lines are also expected to have a notably longer wait as well) and instead redirect att'n to Twitter which has been said to be notably quicker than other means of assistance, including Need Help Centers and Gate Agents. Fly Delta and Delta.com should also be permitting rebooking on to other flights at this time. If you are unable to take advantage of any of these methods, express add'l patience
Delta Related Updates:
---
August 11th, 2016 // 11:00AM ET - Flights OPs Return to Normal
Flight operations have returned to normal following Mondays outage, airline officials said at noon today. Delta started the day with roughly 25 mainline flights canceledsome due to bad weather in the Midwestand no additional cancellations are anticipated.
The airline is back on its feet, moving past this weeks disruption and operating normally, said Dave Holtz, S.V.P. - Operations and Customer Center. Running a reliable operation is something we pride ourselves on and frankly, that didnt happen this week. But our teams have worked tirelessly to bring back the dependable airline our customers have known us to be and have come to expect from us.
SLC.jpgWith the impact of the power loss is in the rearview mirror, the airline is carefully monitoring the development of a weather system that may hit the eastern third of the U.S. later today, with the possibility of air traffic control-related delays possible in the Northeast. No additional cancellations as a result of weather are expected, however.
The airline plans to fly more than 610,000 people today. By noon Thursday, nearly 2,200 flights had departed with more than 85 percent departing within 15 minutes of the scheduled departure time.
Even so, customers traveling today should check the status of their flight at delta.com or the Fly Delta App. Delta's travel waiver has been extended through Thursday.
Monday morning an uninterrupted power source switch experienced a small fire which resulted in a massive failure at Deltas Technology Command Center. This caused the power control module to malfunction, sending a surge to a transformer outside of Delta, resulting in the loss of power. The power was stabilized and power was restored quickly. But when this happened, critical systems and network equipment didnt switch over to backups. Around 300 of about 7,000 data center components were discovered to not have been configured appropriately to avail back-up power. In addition to restoring Deltas systems to normal operations, Delta teams this week have been working to ensure reliable redundancies of electrical power as well as network connectivity and applications are in place.
---
August 10th, 2016
Travel waiver impacted dates now extended to include August 11th
https://www.delta.com/content/www/en...em-outage.html
---
4:30PM ET // August 10th, 2016 - Delta has canceled 317 flights today, none in the last hour. Of 3,100 flights that have departed during the day, about 2/3 left within 30 minutes of their scheduled departure time.
Delta's travel waiver has been extended. The airline has extended its offer of compensation to customers significantly affected by lengthy delays or cancellations. Many customers have already been contacted by Delta.
Delta CEO Bastian: 'This isn't who we are'
---
2:30PM ET // August 10th, 2016 - Delta has canceled 311 flights today. About 2,540 flights have departed, 70 percent of those within 30 minutes of the scheduled departure time. Delta operates nearly 6,000 flights a day this time of year.
Delta's travel waiver has been extended. The airline has extended its offer of compensation to customers significantly affected by lengthy delays or cancellations. Many customers have already been contacted by Delta.
---
12:30 PM ET // August 10th, 2016 - Delta has added a few more cancellations, bringing the number today to 278. About 1,950 flights have departed, 75 percent of those within 30 minutes of scheduled departure time. Delta operates nearly 6,000 flights a day this time of year.
Delta also extended its offer of compensation to customers significantly affected by delays or lengthy cancellations. Many customers have already been contacted by Delta.
---
11:00AM EDT // August 10th, 2016 - Delta officials anticipate returning to a normal operation by afternoon Wednesday following an outage Monday that disrupted the flight schedule, though scattered thunderstorms expected in the eastern U.S. may slow the recovery.
By late morning, Delta had canceled 255 flights while 1,500 flights departed. About 80 percent of those flights departed within 30 minutes of their scheduled time.
Technology systems that allow airport customer service agents to process check-ins, conduct boarding and dispatch aircraft are functioning normally with the bulk of delays and cancellations coming as a result of flight crews displaced or running up against their maximum allowed duty period following the outage.
Were in the final hours of bouncing back from the disruption, said Bill Lentsch, Deltas Senior Vice President Airport Customer Service and Airline Operations. Delta employees have been working around the clock and are committed to bringing the airline back to full strength. We know this has been a rough couple of days for our customers and apologize to those who have experienced our less-than-stellar operation.
Leaders and employees continue to focus on promptly moving departures at the airline's Atlanta hub, the world's busiest. Delta sent reservations personnel from the corporate headquarters in Atlanta to help customer service agents process customers at Hartsfield-Jackson Atlanta International Airport. A cadre of additional employees were also positioned throughout the Atlanta airport to help customers get to their flights.
Customers traveling today should check the status of their flight at delta.com or the Fly Delta App. Customers can rebook their flight via the website.
Delta's travel waiver has been extended and the airline continued to provide hotel vouchers to several thousand customers, including more than 2,300 Tuesday night in Atlanta. Delta extended its offer of compensation to customers significantly affected by delays or cancellations. Many customers have already been contacted by Delta.
---
7:00AM ET // August, 10th, 2016 - Delta officials anticipate returning to a normal operation by mid-to-late afternoon Wednesday following an outage Monday that disrupted the airlines flight schedule, though a chance of scattered thunderstorms expected in the eastern U.S. may have the potential to slow the recovery.
Teams across the airline continued work during the overnight hours to bring an end to the impact of Mondays outage that disrupted operations. Delta will start the Wednesday operation with a little over 150 system-wide cancellations after roughly 800 flights were canceled Tuesday.
Technology systems that allow airport customer service agents to process check-ins, conduct boarding and dispatch aircraft are functioning normally with the bulk of delays and cancellations coming as a result of flight crews displaced or running up against their maximum allowed duty period following the outage.
Were in the final hours of bouncing back from the disruption, said Bill Lentsch, Deltas Senior Vice President Airport Customer Service and Airline Operations. Delta employees have been working around the clock and are committed to bringing the airline back to full strength. We know this has been a rough couple of days for our customers and apologize to those who have experienced our less-than-stellar operation.
Delta CEO Bastian: 'This isn't who we are'
Leaders and employees continue to focus on promptly moving departures at the airline's Atlanta hub, the world's busiest. Delta sent reservations personnel from the corporate headquarters in Atlanta to help customer service agents process customers at Hartsfield-Jackson Atlanta International Airport. A cadre of additional employees were also positioned throughout the Atlanta Airport to help customers get to their flights.
Customers traveling today should check the status of their flight at delta.com or the Fly Delta App. Customers can rebook their flight via the website.
Delta's travel waiver has been extended and the airline continued to provide hotel vouchers to several thousand customers, including more than 2,300 Tuesday night in Atlanta. Through noon ET, Delta will extend its offer of compensation to customers significantly affected by delays or cancellations to cover Tuesday. Many customers have already been contacted by Delta agents.
Unaccompanied minors will again be allowed to travel on Delta Wednesday following a temporary stay during the height of the disruption.
---
August 9th, 2016 // 6:00 PM EST - Rebooking, Refunds, and Compensation: What Customers Need to Know:
Delta people worldwide are working around the clock to take care of customers affected by the disruption of airline operations. Below are updates to assist customers with questions regarding rebooking a flight, the current travel waiver and compensation Delta is offering affected customers:
Q: What does Delta's travel waiver offer customers?
If a customer's flight is cancelled or significantly delayed, he or she entitled to a refund. Even if the flight is not canceled, a one-time change to the ticket may be made without a fee. See full details here.
Q. Has Delta's travel waiver been extended?
Yes, to offer additional flexibility to customers who wish to make changes to their travel plans, Delta's travel waiver has been extended. For the latest information, see full details here.
Q. Is Delta offering travel vouchers to impacted customers?
Yes. 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 the impact to operations systemwide. The vouchers are available for travel on all Delta and Delta Connection-operated flights.
Customers affected by the outage and who have provided their email address will be contacted via email 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 one year from the date the voucher was issued.
Q. Do the travel vouchers also apply to customers who are entitled to a refund?
Yes. 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 the impact to operations systemwide.
---
August 9th, 2016 - Delta CEO Ed Bastian Releases Another Statement
Today Ed released another statement regarding the ongoing system reset and outage. Claiming "This isn't who we are". It can be found here.
---
Nonrev Travel Discouraged; Buddy Passes embargoed
Delta employees and family with nonrev flight privileges are discouraged at this time from making any personal travel until further notice. Additionally, during this time travelling via the use of a buddy pass will be embargoed. An end date to this travel suspension has not been decided upon and will be released in future updates.
---
Travel Waiver in effect:
All Delta flights
August 8-10, 2016
Ticket must be Reissued On or Before, and Rebooked Travel must begin no later than:
August 21, 2016
Note: This also has been extended to include hotel rooms and other accommodations for those customers who may need to take an add'l night stay due to a flight cancellation.
---
August 9th, 2016 // 11:00 PM EST -
Delta canceled about 775 flights Tuesday as the airline worked to establish normal operations after Mondays outage that disrupted the flight schedule. The outlook for Wednesdays operation is positive, Delta officials said, with about 90 cancellations expected at the beginning of the day leading to normal operations later.
Delta continues to recover from events earlier this week and expect to be back to normal operations by mid-day Wed, with some cancellations in the morning. -summarized; news.delta.com
---
August 9th, 2016 // 2:00 PM EST - Cause of Outage Identified:
"a critical power control module at our Technology Command Center malfunctioned, causing a surge to the transformer and a loss of power. The universal power was stabilized and power was restored quickly. But when this happened, critical systems and network equipment didn't switch over to backups. Other systems did. And now we're seeing instability in these systems."
Power was restored quickly however, due to some critical systems and network equipment didn't switch over to the backups leading to the outage; DL still in recovery. ACS systems are still catching up and have been reported to be running slow -summarized; news.delta.com
---
August 9th, 2016 // 12:30 PM EST - Delta has canceled about 530 flights today while more than 1,600 have departed as the airline works diligently to normalize operations after Monday's outage that disrupted the flight schedule. Leaders and employees continue to focus on promptly moving departures at the airline's Atlanta hub, the world's busiest.
Customers traveling today should check the status of their flight at delta.com or the Fly Delta App. Customers can rebook their flight via the website.
Delta's travel waiver has been extended to customers traveling on Aug. 9. Also, unaccompanied minors that have not yet begun travel will not be accepted until Wednesday. Those customers will be able to book without fee at a later date.
Delta offered compensation to customers significantly affected by delays or cancellations. -news.delta.com
---
August 9th, 2016 // 8:30 AM EST - What Customers Need to Know for Tuesday:
Delta is cancelling more than 300 flights Tuesday morning as it works to reset the operation and get crews, aircraft and other operational elements in place to take care of customers. The airline experienced a loss of power Monday morning that impacted operations systemwide.
Here are some things to know today:
1. Customers traveling Tuesday should check the status of their flight at delta.com or the Fly Delta App. Customers can rebook their flight via the website.
2. 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.
3. Delta's travel waiver has been extended to customers traveling on Tuesday.
4. Delta extended its offer of compensation to customers significantly affected by delays or cancellations to cover today.
5. Unaccompanied minors that have not yet begun travel will not be accepted until Wednesday. Those customers will be able to book without fee at a later date.-news.delta.com
You may all feel free to edit it as your leisure as we continue to watch this develop..
If you are currently at an airport right now, your information on the ongoing events and current situation there is equally as valuable. Thanks for your input.
If you have part of an article in your post, please cite it with a URL to it's
origin.
Airport & Support Situation..
NRT: Foam or Blowup Pad, Crackers, and water given out to customers for sleeping prior to hotel voucher last night
MSP: "Security Lines best since reconfiguration"
---
Note:
Some passengers are reporting long waiting queues on DL phone lines. If possible avoid contacting DL CSR by phone (DM and medallion lines are also expected to have a notably longer wait as well) and instead redirect att'n to Twitter which has been said to be notably quicker than other means of assistance, including Need Help Centers and Gate Agents. Fly Delta and Delta.com should also be permitting rebooking on to other flights at this time. If you are unable to take advantage of any of these methods, express add'l patience
Delta Related Updates:
---
August 11th, 2016 // 11:00AM ET - Flights OPs Return to Normal
Flight operations have returned to normal following Mondays outage, airline officials said at noon today. Delta started the day with roughly 25 mainline flights canceledsome due to bad weather in the Midwestand no additional cancellations are anticipated.
The airline is back on its feet, moving past this weeks disruption and operating normally, said Dave Holtz, S.V.P. - Operations and Customer Center. Running a reliable operation is something we pride ourselves on and frankly, that didnt happen this week. But our teams have worked tirelessly to bring back the dependable airline our customers have known us to be and have come to expect from us.
SLC.jpgWith the impact of the power loss is in the rearview mirror, the airline is carefully monitoring the development of a weather system that may hit the eastern third of the U.S. later today, with the possibility of air traffic control-related delays possible in the Northeast. No additional cancellations as a result of weather are expected, however.
The airline plans to fly more than 610,000 people today. By noon Thursday, nearly 2,200 flights had departed with more than 85 percent departing within 15 minutes of the scheduled departure time.
Even so, customers traveling today should check the status of their flight at delta.com or the Fly Delta App. Delta's travel waiver has been extended through Thursday.
Monday morning an uninterrupted power source switch experienced a small fire which resulted in a massive failure at Deltas Technology Command Center. This caused the power control module to malfunction, sending a surge to a transformer outside of Delta, resulting in the loss of power. The power was stabilized and power was restored quickly. But when this happened, critical systems and network equipment didnt switch over to backups. Around 300 of about 7,000 data center components were discovered to not have been configured appropriately to avail back-up power. In addition to restoring Deltas systems to normal operations, Delta teams this week have been working to ensure reliable redundancies of electrical power as well as network connectivity and applications are in place.
---
August 10th, 2016
Travel waiver impacted dates now extended to include August 11th
https://www.delta.com/content/www/en...em-outage.html
---
4:30PM ET // August 10th, 2016 - Delta has canceled 317 flights today, none in the last hour. Of 3,100 flights that have departed during the day, about 2/3 left within 30 minutes of their scheduled departure time.
Delta's travel waiver has been extended. The airline has extended its offer of compensation to customers significantly affected by lengthy delays or cancellations. Many customers have already been contacted by Delta.
Delta CEO Bastian: 'This isn't who we are'
---
2:30PM ET // August 10th, 2016 - Delta has canceled 311 flights today. About 2,540 flights have departed, 70 percent of those within 30 minutes of the scheduled departure time. Delta operates nearly 6,000 flights a day this time of year.
Delta's travel waiver has been extended. The airline has extended its offer of compensation to customers significantly affected by lengthy delays or cancellations. Many customers have already been contacted by Delta.
---
12:30 PM ET // August 10th, 2016 - Delta has added a few more cancellations, bringing the number today to 278. About 1,950 flights have departed, 75 percent of those within 30 minutes of scheduled departure time. Delta operates nearly 6,000 flights a day this time of year.
Delta also extended its offer of compensation to customers significantly affected by delays or lengthy cancellations. Many customers have already been contacted by Delta.
---
11:00AM EDT // August 10th, 2016 - Delta officials anticipate returning to a normal operation by afternoon Wednesday following an outage Monday that disrupted the flight schedule, though scattered thunderstorms expected in the eastern U.S. may slow the recovery.
By late morning, Delta had canceled 255 flights while 1,500 flights departed. About 80 percent of those flights departed within 30 minutes of their scheduled time.
Technology systems that allow airport customer service agents to process check-ins, conduct boarding and dispatch aircraft are functioning normally with the bulk of delays and cancellations coming as a result of flight crews displaced or running up against their maximum allowed duty period following the outage.
Were in the final hours of bouncing back from the disruption, said Bill Lentsch, Deltas Senior Vice President Airport Customer Service and Airline Operations. Delta employees have been working around the clock and are committed to bringing the airline back to full strength. We know this has been a rough couple of days for our customers and apologize to those who have experienced our less-than-stellar operation.
Leaders and employees continue to focus on promptly moving departures at the airline's Atlanta hub, the world's busiest. Delta sent reservations personnel from the corporate headquarters in Atlanta to help customer service agents process customers at Hartsfield-Jackson Atlanta International Airport. A cadre of additional employees were also positioned throughout the Atlanta airport to help customers get to their flights.
Customers traveling today should check the status of their flight at delta.com or the Fly Delta App. Customers can rebook their flight via the website.
Delta's travel waiver has been extended and the airline continued to provide hotel vouchers to several thousand customers, including more than 2,300 Tuesday night in Atlanta. Delta extended its offer of compensation to customers significantly affected by delays or cancellations. Many customers have already been contacted by Delta.
---
7:00AM ET // August, 10th, 2016 - Delta officials anticipate returning to a normal operation by mid-to-late afternoon Wednesday following an outage Monday that disrupted the airlines flight schedule, though a chance of scattered thunderstorms expected in the eastern U.S. may have the potential to slow the recovery.
Teams across the airline continued work during the overnight hours to bring an end to the impact of Mondays outage that disrupted operations. Delta will start the Wednesday operation with a little over 150 system-wide cancellations after roughly 800 flights were canceled Tuesday.
Technology systems that allow airport customer service agents to process check-ins, conduct boarding and dispatch aircraft are functioning normally with the bulk of delays and cancellations coming as a result of flight crews displaced or running up against their maximum allowed duty period following the outage.
Were in the final hours of bouncing back from the disruption, said Bill Lentsch, Deltas Senior Vice President Airport Customer Service and Airline Operations. Delta employees have been working around the clock and are committed to bringing the airline back to full strength. We know this has been a rough couple of days for our customers and apologize to those who have experienced our less-than-stellar operation.
Delta CEO Bastian: 'This isn't who we are'
Leaders and employees continue to focus on promptly moving departures at the airline's Atlanta hub, the world's busiest. Delta sent reservations personnel from the corporate headquarters in Atlanta to help customer service agents process customers at Hartsfield-Jackson Atlanta International Airport. A cadre of additional employees were also positioned throughout the Atlanta Airport to help customers get to their flights.
Customers traveling today should check the status of their flight at delta.com or the Fly Delta App. Customers can rebook their flight via the website.
Delta's travel waiver has been extended and the airline continued to provide hotel vouchers to several thousand customers, including more than 2,300 Tuesday night in Atlanta. Through noon ET, Delta will extend its offer of compensation to customers significantly affected by delays or cancellations to cover Tuesday. Many customers have already been contacted by Delta agents.
Unaccompanied minors will again be allowed to travel on Delta Wednesday following a temporary stay during the height of the disruption.
---
August 9th, 2016 // 6:00 PM EST - Rebooking, Refunds, and Compensation: What Customers Need to Know:
Delta people worldwide are working around the clock to take care of customers affected by the disruption of airline operations. Below are updates to assist customers with questions regarding rebooking a flight, the current travel waiver and compensation Delta is offering affected customers:
Q: What does Delta's travel waiver offer customers?
If a customer's flight is cancelled or significantly delayed, he or she entitled to a refund. Even if the flight is not canceled, a one-time change to the ticket may be made without a fee. See full details here.
Q. Has Delta's travel waiver been extended?
Yes, to offer additional flexibility to customers who wish to make changes to their travel plans, Delta's travel waiver has been extended. For the latest information, see full details here.
Q. Is Delta offering travel vouchers to impacted customers?
Yes. 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 the impact to operations systemwide. The vouchers are available for travel on all Delta and Delta Connection-operated flights.
Customers affected by the outage and who have provided their email address will be contacted via email 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 one year from the date the voucher was issued.
Q. Do the travel vouchers also apply to customers who are entitled to a refund?
Yes. 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 the impact to operations systemwide.
---
August 9th, 2016 - Delta CEO Ed Bastian Releases Another Statement
Today Ed released another statement regarding the ongoing system reset and outage. Claiming "This isn't who we are". It can be found here.
---
Nonrev Travel Discouraged; Buddy Passes embargoed
Delta employees and family with nonrev flight privileges are discouraged at this time from making any personal travel until further notice. Additionally, during this time travelling via the use of a buddy pass will be embargoed. An end date to this travel suspension has not been decided upon and will be released in future updates.
---
Travel Waiver in effect:
All Delta flights
August 8-10, 2016
Ticket must be Reissued On or Before, and Rebooked Travel must begin no later than:
August 21, 2016
Note: This also has been extended to include hotel rooms and other accommodations for those customers who may need to take an add'l night stay due to a flight cancellation.
---
August 9th, 2016 // 11:00 PM EST -
Delta canceled about 775 flights Tuesday as the airline worked to establish normal operations after Mondays outage that disrupted the flight schedule. The outlook for Wednesdays operation is positive, Delta officials said, with about 90 cancellations expected at the beginning of the day leading to normal operations later.
Delta continues to recover from events earlier this week and expect to be back to normal operations by mid-day Wed, with some cancellations in the morning. -summarized; news.delta.com
---
August 9th, 2016 // 2:00 PM EST - Cause of Outage Identified:
"a critical power control module at our Technology Command Center malfunctioned, causing a surge to the transformer and a loss of power. The universal power was stabilized and power was restored quickly. But when this happened, critical systems and network equipment didn't switch over to backups. Other systems did. And now we're seeing instability in these systems."
Power was restored quickly however, due to some critical systems and network equipment didn't switch over to the backups leading to the outage; DL still in recovery. ACS systems are still catching up and have been reported to be running slow -summarized; news.delta.com
---
August 9th, 2016 // 12:30 PM EST - Delta has canceled about 530 flights today while more than 1,600 have departed as the airline works diligently to normalize operations after Monday's outage that disrupted the flight schedule. Leaders and employees continue to focus on promptly moving departures at the airline's Atlanta hub, the world's busiest.
Customers traveling today should check the status of their flight at delta.com or the Fly Delta App. Customers can rebook their flight via the website.
Delta's travel waiver has been extended to customers traveling on Aug. 9. Also, unaccompanied minors that have not yet begun travel will not be accepted until Wednesday. Those customers will be able to book without fee at a later date.
Delta offered compensation to customers significantly affected by delays or cancellations. -news.delta.com
---
August 9th, 2016 // 8:30 AM EST - What Customers Need to Know for Tuesday:
Delta is cancelling more than 300 flights Tuesday morning as it works to reset the operation and get crews, aircraft and other operational elements in place to take care of customers. The airline experienced a loss of power Monday morning that impacted operations systemwide.
Here are some things to know today:
1. Customers traveling Tuesday should check the status of their flight at delta.com or the Fly Delta App. Customers can rebook their flight via the website.
2. 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.
3. Delta's travel waiver has been extended to customers traveling on Tuesday.
4. Delta extended its offer of compensation to customers significantly affected by delays or cancellations to cover today.
5. Unaccompanied minors that have not yet begun travel will not be accepted until Wednesday. Those customers will be able to book without fee at a later date.-news.delta.com
Delta computers down
Aug 9, 2016 | 12:03 pm
#616
Join Date: May 2015
Location: DCA
Programs: UA 1K, AA EXP, DL PM, Marriott Titanium
Posts: 6,974
If true, that's a smart move. Those $200 vouchers aren't going to cut it, and it would take DL weeks (if not months) to process all the compensation requests.
Aug 9, 2016 | 12:08 pm
#617
Join Date: Jun 2006
Posts: 2,436
LOL...it was the proverbial zoo. Our first clue was when 4 of us, starting at 4am, came to the ticket counter and there was one of our Skycaps telling us the outside computers weren't working. We tried to use a kiosk and we got the same error message. On the kiosk, self-serve side we have 4 computers that are able to use Deltaterm. Don't laugh...DT saved our, and other stations, a**es. All of the computers on the "full service" side have DT capability. We shut down the kiosk side and all, eventually, went to the full service side. We made a mistake of not having someone ride herd on the 3 lines. In CVG, we have a Sky Priority line, a Silver line and a catch-all Special Services line.Yes, we made a mistake as the Sky Priority line turned into the everybody and their brother line. I apologize to all of those who were entitled to Sky Priority that got stuck in a line that stretched 2 or so times around the kiosk area and further. Another learning item was that we should have taken 1 agent to only handle those who only needed a BP...that was another item of customer frustration. I was handling UMNR's. We suggested that they reschedule their travel. No one took me up on the offer. When I left at 11am our lobby was nearly clear...but, I'm sure, the overall chaos was still being felt systemwide.
Aug 9, 2016 | 12:08 pm
#618
Join Date: May 2015
Location: ATL
Programs: DL DM, GOES
Posts: 711
Aug 9, 2016 | 12:08 pm
#619
Join Date: Mar 2016
Location: MSP & BWI
Programs: DL PM & NRSA, AA Gold, ANA Plat, Hilton Gold, Marriott Gold, National EC Exec, GE, CLEAR
Posts: 1,227
When these types of things happen, it's really hard to investigate as the prime concern is trying to avoid the inevitable chaos and get the funeral money ready for ACS.
I mean honestly, when you have this happening...
You're not really going to immedietly focus on what the problem was, rather than getting your crap together.
Aug 9, 2016 | 12:09 pm
#620
Join Date: Feb 2013
Location: New York (Brooklyn)
Programs: Delta Gold, Marriott Lifetime Platinum, Hilton Diamond
Posts: 443
Flight today was supposed to be LGA-ATL-BMI (Bloomington IL), leave at 7:00 am get into Bloomington around 11:00 am Flight to Atlanta was cancelled yesterday around 6:00 pm.
Was called back by a really rude diamond desk person who told me I could only fly from White Plains at 6:00 am, I live in Brooklyn, White Plains is no where near me, and head to Peoria. Finally tell him no thanks after he yells at me for having the gall to remind him his company is the one that melted down, "I love my company only an "ahole" would say such a thing" and I will call back, though he still books me on the White Plains flight. Whatever, you are not good in a crisis.
Call back, get put on a 6:00am LGA - ATL flight, and my regular flight to BMI. Flight is cancelled out of LGA 20 minutes after I get off of the phone.
Try again, get called back and get EWR to Detroit and then to Peoria. Flight out of EWR was fine this morning and presently in the pretty uncrowded Sky Club. Flight to Peoria looks like it will go, and Peoria isn't too far from Bloomington. So assuming the flight is on time, only 5 hours late and only 40 miles from my original destination.
If that is the case, I got off easy compared to you guys. Good luck!
Was called back by a really rude diamond desk person who told me I could only fly from White Plains at 6:00 am, I live in Brooklyn, White Plains is no where near me, and head to Peoria. Finally tell him no thanks after he yells at me for having the gall to remind him his company is the one that melted down, "I love my company only an "ahole" would say such a thing" and I will call back, though he still books me on the White Plains flight. Whatever, you are not good in a crisis.
Call back, get put on a 6:00am LGA - ATL flight, and my regular flight to BMI. Flight is cancelled out of LGA 20 minutes after I get off of the phone.
Try again, get called back and get EWR to Detroit and then to Peoria. Flight out of EWR was fine this morning and presently in the pretty uncrowded Sky Club. Flight to Peoria looks like it will go, and Peoria isn't too far from Bloomington. So assuming the flight is on time, only 5 hours late and only 40 miles from my original destination.
If that is the case, I got off easy compared to you guys. Good luck!
Aug 9, 2016 | 12:15 pm
#621
Join Date: May 2015
Location: DCA
Programs: UA 1K, AA EXP, DL PM, Marriott Titanium
Posts: 6,974
LOL...it was the proverbial zoo. Our first clue was when 4 of us, starting at 4am, came to the ticket counter and there was one of our Skycaps telling us the outside computers weren't working. We tried to use a kiosk and we got the same error message. On the kiosk, self-serve side we have 4 computers that are able to use Deltaterm. Don't laugh...DT saved our, and other stations, a**es. All of the computers on the "full service" side have DT capability. We shut down the kiosk side and all, eventually, went to the full service side. We made a mistake of not having someone ride herd on the 3 lines. In CVG, we have a Sky Priority line, a Silver line and a catch-all Special Services line.Yes, we made a mistake as the Sky Priority line turned into the everybody and their brother line. I apologize to all of those who were entitled to Sky Priority that got stuck in a line that stretched 2 or so times around the kiosk area and further. Another learning item was that we should have taken 1 agent to only handle those who only needed a BP...that was another item of customer frustration. I was handling UMNR's. We suggested that they reschedule their travel. No one took me up on the offer. When I left at 11am our lobby was nearly clear...but, I'm sure, the overall chaos was still being felt systemwide.
Aug 9, 2016 | 12:17 pm
#622
Join Date: May 2006
Location: STL
Programs: UA Platinum, AA Platinum Pro, Marriott Platinum
Posts: 1,494
PNR gone
Checked my Dad in for flt no issue this am; got notification of delay and misconnect thru ATL went to look at PNR and it cannot be located. Wait time for phone support is 3+ hrs on the Gold line, tried tweeting no response. Flt supposed to leave in two hrs
Aug 9, 2016 | 12:18 pm
#623
Join Date: Mar 2016
Location: MSP & BWI
Programs: DL PM & NRSA, AA Gold, ANA Plat, Hilton Gold, Marriott Gold, National EC Exec, GE, CLEAR
Posts: 1,227
If it helps the COO also voiced his apologies and said something useful on this..
Originally Posted by Delta COO
"Monday morning a critical power control module at our Technology Command Center malfunctioned, causing a surge to the transformer and a loss of power. The universal power was stabilized and power was restored quickly. But when this happened, critical systems and network equipment didn't switch over to backups. Other systems did. And now we're seeing instability in these systems.
"For example we're seeing slowness in a system that airport customer service agents use to process check-ins, conduct boarding and dispatch aircraft. Delta agents today are using the original interface we designed for this system while we continue with our resetting efforts. "Delta is a vast people-moving machine that is tightly wound around a schedule that meets customer demand. Similar to what happens after a severe weather event, it is not unusual for a global airline to take more than 24 hours to return to full reliability.
"When Delta doesn't fly aircraft, not only do customers not get to their destination, but flight crews don't get to where they are scheduled to be. When this happens, unfortunately, further delays and cancellations result. And flight crews can only be on duty for a limited time before rest periods are required by law.
"Flight crews – pilots and flight attendants – carry out their responsibilities in a rotation, a schedule of flights and hotel reservations, that is usually three or four days in length.
"As cancellations occur, rotations become invalid. Multiplied across tens of thousands of pilots and flight attendants and thousands of scheduled flights, rebuilding rotations is a time-consuming process.
"And keeping safety top of mind is a constant in our actions, and especially so while we're running the operation in recovery mode and making sure flight crews on duty have all they need to operate a safe flight, especially consistent delivery of information to them.
"Delta employees worldwide are doing everything possible to return the operation to normal and get customers to their destinations and I thank Delta people for these efforts.
"We are sorry our technology failure inconvenienced so many customers and are grateful for the faith and patience so many have shown in Delta."
"For example we're seeing slowness in a system that airport customer service agents use to process check-ins, conduct boarding and dispatch aircraft. Delta agents today are using the original interface we designed for this system while we continue with our resetting efforts. "Delta is a vast people-moving machine that is tightly wound around a schedule that meets customer demand. Similar to what happens after a severe weather event, it is not unusual for a global airline to take more than 24 hours to return to full reliability.
"When Delta doesn't fly aircraft, not only do customers not get to their destination, but flight crews don't get to where they are scheduled to be. When this happens, unfortunately, further delays and cancellations result. And flight crews can only be on duty for a limited time before rest periods are required by law.
"Flight crews – pilots and flight attendants – carry out their responsibilities in a rotation, a schedule of flights and hotel reservations, that is usually three or four days in length.
"As cancellations occur, rotations become invalid. Multiplied across tens of thousands of pilots and flight attendants and thousands of scheduled flights, rebuilding rotations is a time-consuming process.
"And keeping safety top of mind is a constant in our actions, and especially so while we're running the operation in recovery mode and making sure flight crews on duty have all they need to operate a safe flight, especially consistent delivery of information to them.
"Delta employees worldwide are doing everything possible to return the operation to normal and get customers to their destinations and I thank Delta people for these efforts.
"We are sorry our technology failure inconvenienced so many customers and are grateful for the faith and patience so many have shown in Delta."
Last edited by TheLifeOfA_NKCM; Aug 9, 2016 at 12:27 pm Reason: added link.. and the actually useful part of the article for those who have the patience
Aug 9, 2016 | 12:21 pm
#624
Join Date: May 2015
Location: DCA
Programs: UA 1K, AA EXP, DL PM, Marriott Titanium
Posts: 6,974
Glad that they're not trying to blame Georgia Power anymore. Good on the power company for not letting DL stick this on them.
Aug 9, 2016 | 12:21 pm
#625
Join Date: Aug 2010
Location: LAS, MPL
Programs: DL Platinum, 1 MM
Posts: 1,405
LOOONG weekend in Cleveland
Our scheduled 90 minute trip from CLE to MSP last night turned into a 20 hour ordeal. First I got a message Monday morning that the non-stop at 6pm was cancelled; I called the Platinum line with minimum wait and they re-booked us on a connection through ATL.
At the airport in CLE we found out that the CLE-ATL flight we were on had been cancelled, and we had been re-booked CLE-LGA Monday night, with LGA-MSP Tuesday morning. The guy at the check-in counter would have non of this nonsense, he hacked on his terminal for a while and got us on a later flight to ATL, connecting to ATL-MSP around 10:30.
Before leaving CLE I got a message that the ATL-MSP was delayed by 30 minutes - in hindsight that notification was almost comical given the general chaos in ATL. Arriving in ATL we transferred from B to A concourse, just to find out 15 min before scheduled departure that there had been a gate change - back to B gates.
Then we got the 30 minutes trickle torture, pilots came, but no flight attendants were available, when the flight attendants were finally there the pilots left as they had been rescheduled, all the while delaying by 30 minutes at a time. Finally shortly after 3am the flight was cancelled and we joined the re-booking line that stretched from B19 all the way to B11 at times. It looked kind of fishy all along, as the gate agent was handing out the flimsy red blankets we all love, all the while moving the departure time 30 minutes at a time.
So, back to the Platinum line, this time with an offer of a callback between 2 and 3 hours. I knew better and stayed on hold, after about 30 minutes I managed to re-rebook for a non-stop ATL-MSP, after turning down several routings such as ATL-LGA-SDF-MSP. In the end I managed to stand by for the 8:45 ATL-MSP non-stop, which my wife was confirmed on, and nobody knows how she got on there. That flight left with several empty seats.
I figure with the $200 voucher we made about $10/hour, but my wife missed a day of work and I spend about $40 on incidentals. So make that $8/hour, not quite minimum wage, depending where you live.
Come to think of it, this is almost a trip report, all that is missing are the pictures, but believe me, you don'y want to see pictures of the chaos in ATL.
At the airport in CLE we found out that the CLE-ATL flight we were on had been cancelled, and we had been re-booked CLE-LGA Monday night, with LGA-MSP Tuesday morning. The guy at the check-in counter would have non of this nonsense, he hacked on his terminal for a while and got us on a later flight to ATL, connecting to ATL-MSP around 10:30.
Before leaving CLE I got a message that the ATL-MSP was delayed by 30 minutes - in hindsight that notification was almost comical given the general chaos in ATL. Arriving in ATL we transferred from B to A concourse, just to find out 15 min before scheduled departure that there had been a gate change - back to B gates.
Then we got the 30 minutes trickle torture, pilots came, but no flight attendants were available, when the flight attendants were finally there the pilots left as they had been rescheduled, all the while delaying by 30 minutes at a time. Finally shortly after 3am the flight was cancelled and we joined the re-booking line that stretched from B19 all the way to B11 at times. It looked kind of fishy all along, as the gate agent was handing out the flimsy red blankets we all love, all the while moving the departure time 30 minutes at a time.
So, back to the Platinum line, this time with an offer of a callback between 2 and 3 hours. I knew better and stayed on hold, after about 30 minutes I managed to re-rebook for a non-stop ATL-MSP, after turning down several routings such as ATL-LGA-SDF-MSP. In the end I managed to stand by for the 8:45 ATL-MSP non-stop, which my wife was confirmed on, and nobody knows how she got on there. That flight left with several empty seats.
I figure with the $200 voucher we made about $10/hour, but my wife missed a day of work and I spend about $40 on incidentals. So make that $8/hour, not quite minimum wage, depending where you live.
Come to think of it, this is almost a trip report, all that is missing are the pictures, but believe me, you don'y want to see pictures of the chaos in ATL.
Aug 9, 2016 | 12:23 pm
#626
Join Date: Mar 2005
Location: Kansas City, MO
Programs: AA Gold
Posts: 3,766
excellent info!
Your aircraft for MCI MSP is currently assigned for this routing:
DL 854 SFO DTW (in-flight, operating ahead of schedule)
DL394 DTW MCO
DL2282 MCO MSP
DL2113 MSP MCI (remains overnight)
Your aircraft for MSP BZN is currently assigned for this routing:
DL2468/8AUG MSP IAD (downline cancelled, will be in IAD all day 8/9)
DL1230 IAD MSP (first flight of day)
I got all this info. from the app. Good luck! And I recommend looking at MSP departures to other cities in Montana as a back-up. In case something goes wrong, it helps to already be aware of other flight options.
DL 854 SFO DTW (in-flight, operating ahead of schedule)
DL394 DTW MCO
DL2282 MCO MSP
DL2113 MSP MCI (remains overnight)
Your aircraft for MSP BZN is currently assigned for this routing:
DL2468/8AUG MSP IAD (downline cancelled, will be in IAD all day 8/9)
DL1230 IAD MSP (first flight of day)
I got all this info. from the app. Good luck! And I recommend looking at MSP departures to other cities in Montana as a back-up. In case something goes wrong, it helps to already be aware of other flight options.
Aug 9, 2016 | 12:29 pm
#627
In Memoriam
Join Date: Jun 2000
Programs: Honors Diamond, Hertz Presidents Circle, National Exec Elite
Posts: 36,111
I'm trying to buy a $100 upgrade offer that's in one of my itineraries and it allows me to apparently complete the transaction but then when I try to select seats it tells me that I can't do so, that I've only purchased Y. It tells me online that I'll receive a receipt for the upgrade purchase but my bank account online shows no such purchase and I've received no such email. Is this an issue with the computer system right now?
Aug 9, 2016 | 12:35 pm
#628
Join Date: Jan 2015
Programs: delta dm
Posts: 1,677
Aug 9, 2016 | 12:44 pm
#629
Join Date: Mar 2016
Location: MSP & BWI
Programs: DL PM & NRSA, AA Gold, ANA Plat, Hilton Gold, Marriott Gold, National EC Exec, GE, CLEAR
Posts: 1,227
Made a wiki for OPs updates. Thought maybe it'd bring more organization to the mess and help to try to keep us more informed. With all the crap that's happening rn.
http://www.flyertalk.com/forum/delta...te-thread.html
http://www.flyertalk.com/forum/delta...te-thread.html