“IT” has happened again almost 6 months to the day of the last time. This time the IT meltdown did not take anywhere near as long to restart as last time and many joked Delta did not have Georgia power to blame this time around (but we still don’t know why this happened again from Delta).
Sometime yesterday afternoon everything started to crash. From a flood of reader e-mails to a stream of public and private tweets and a most enlightening thread on FlyerTalk reports system wide of nothing working and the cursed SNAPP completely failing at the airports with only those using DLTERM able to get anything done. Those who were relying on digital boarding passes were in trouble (yet one of the many reasons I always print a paper backup and have told you to do the same).
So Delta has a waiver in place today. But it is a bad one. One very famous reader has told me that rather than show up for a booked 7 AM Delta flight, they have booked over on United as they can not risk missing an event. Well, I said Delta will give you your money back. I guess not so fast. Take a look at the waiver. You have to be either canceled or have a 90+ minute delay before Delta is going allow you to cancel and get a refund.
This, when under normal circumstances a 1 hour delay is enough to get a FREE change or cancel is seriously just embarrassing – Delta, you are honestly better than this and you were last round.
This is also quite different from the response last time when you saw Delta PR’ing the PVT jets to get folks from A-B when they could. Not just that, I had reports from readers that Delta folks at the airports closed up the Sky Clubs and went home rather than stay and keep them open and fix things. On FlyerTalk there were reports of lines at customer service 500 deep overnight. Ugg!
Yesterday was not a stellar day for Delta and today it seems it will take much of the day to get things back to normal. Let me know how your travel days progress if you are up in the air or stuck on the ground today! – René
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