Passengers affected by Delta Air Lines’ mass flight cancellations following a CrowdStrike outage are taking legal action. They allege the airline hasn’t provided required refunds. The lawsuit asserts Delta ignored refund requests, leading to significant customer expenses.
Delta’s response to the outage is not its first controversy. In 2017, passengers dealt with widespread cancellations due to a different technical issue. At that time, Delta offered limited compensation, resulting in customer dissatisfaction. Similar patterns of inadequate responses have surfaced now, exacerbating the frustration.
Over the years, customers have experienced inconsistent compensation from Delta during disruptions. An incident in 2010 saw Delta face backlash for failing to reimburse passengers adequately. The current lawsuit echoes this sentiment, reflecting a long-standing issue with Delta’s customer service policies.
Class-Action Lawsuit Details
Delta is now facing a class-action lawsuit in the U.S. District Court in Northern Georgia. The plaintiffs state that Delta refused to refund canceled flights linked to the tech outage. Additionally, Delta allegedly has not reimbursed customers for expenses incurred due to the delays, including meals and hotels.
“As a result of Delta’s failures, affected passengers were forced to spend thousands of dollars in unexpected expenses, including flights from other airlines, hotels, rental cars, ground transportation, and food,” the complaint reads.
Significant Financial Impact
Moreover, Delta’s failures reportedly separated passengers from their luggage, leaving many without essential items. One plaintiff claims to have spent thousands on canceled flights, receiving only a $100 voucher. Another missed a costly anniversary cruise due to Delta’s delays, with the airline offering only a partial reimbursement.
“Delta separated thousands of passengers from their luggage, leaving many without necessary medication, clothes, and other belongings,” the complaint states.
Delta currently faces significant financial losses, with shares dropping over 20% this quarter. In response, Delta has posted on its website about actions to assist affected customers, including expanded reimbursements for various expenses. However, Delta has not commented on the lawsuit directly.
This incident spotlights Delta’s persistent struggle with customer service during crises. While the airline promises improvements and has engaged legal counsel to seek damages from CrowdStrike, the recurring nature of such issues suggests a deeper systemic problem. Customers’ ongoing dissatisfaction indicates that the airline must address these challenges more effectively to regain trust.
