Delta Air Lines suffered a system wide computer outage yesterday which left thousands of customers stranded for hours on end but today they announced that customers will receive compensation.
The airline publicly announced that customers affected by the outage either through delays or cancellations will be contacted (or can contact Delta themselves) and be offered a 200 USD travel voucher.
When the outage occurred John wrote a quick article about it to keep you informed (see here) and even though this happening in the first place is regrettable Delta is pulling things together to make it right.
On their Delta News Hub (access here) the airline announced that affected passengers will receive a 200 US$ voucher for future travel as compensation for their troubles.
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 today’s systemwide outage. The vouchers are available for travel on all Delta and Delta Connection-operated flights.
“We know that travelers value our commitment to excellent operational performance, and today we did not deliver on that commitment,” said Gil West, Delta’s Senior Executive Vice President and Chief Operating Officer. “We want our customers to know we are thoroughly investigating the matter and that we are truly sorry.” …
Customers affected by the outage and who have provided their email address will be contacted today 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 Aug. 8, 2017.
To offer this compensation pro-actively is a nice gesture and certainly the right thing to do considering a good amount of people will send in complaints anyway.
In the meanwhile the Travel Waiver (see more here) related to the system outage is still in effect.
From all the U.S. airlines I consider Delta at the moment the one carrier with the best customer relations and assistance policy. United used to be ok when things went sour but in recent years their attitude has changed to a ‘tough luck’ position and you have to fight to get a few thousand miles compensation. American Airlines has always been horrible.
If you were booked on one of the Delta flights which was delayed or cancelled due to the outage you might either want to wait to see if you are being contacted automatically (more likely if you’re a Delta SkyMiles member or if you booked on delta.com) or alternatively send them an email to claim your voucher!