Zach Wichter,Josh Rivera,Eve ChenUSA TODAY
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- A global IT outage caused delays and cancellations for air passengers around the world.
- Several U.S. carriers, including American Airlines, United Airlines, and Delta Air Lines, issued ground stops for all their flights early on Friday due to communication problems.
- The aviation sector is hit particularly hard due to its sensitivity to timings.
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William Sikora III was supposed to fly from Philadelphia to Detroit on Friday morning.
“We are stuck at this airport,”he posted in a video on X at 6 a.m., zooming in on blue airport screens showing system errors. “United, Delta, America, all this stuff is down. People are just sitting here. The apps still say our flight’s on time because they can’t update information in the apps.”
Air passengers around the world faced delays, cancellations and problems checking in as airports and airlines were caught up in amassive IT outagethat also affected industries ranging from banks to media companies.
Several U.S. carriers, including American Airlines, United Airlines, and Delta Air Lines, issued ground stops for all their flights early on Friday due to communication problems, according to the Federal Aviation Administration.
There were over 2,600 flights canceled and nearly 9,200 delays as of 5 p.m. ET, according to flight-tracking website FlightAware. Most airlines were able to resume operations as the morning progressed, but many said they expected disruptions to continue throughout the day.
More on the outage: Global tech outage grounds flights, hits banks and media businesses
Megan Brown said Washington Dulles Airport was surprisingly calm, even as the airline industry was in turmoil. She said the airport was less crowded than usual, making for a quicker-than-expected security screening, and passengers seemed understanding about the disruptions.
"We just took the gamble and came here, and hopefully we’ll leave today,” Brown told USA TODAY by phone from Dulles. “There’s nothing you can do.”
Her family's 8:25 a.m. ET flight to San Francisco was delayed, but they were able to take off within a couple of hours. "A cheer just erupted as the gate agent said we are going to start boarding," she said.
Around the world, airports and airlines advised customers to arrive earlier than normal for flights.
Around 9 a.m. Sikora posted another video showing fellow travelers sitting on the floor and standing in the middle of a crowded Philadelphia International Airport terminal.
“Everyone is in the same boat. Just wandering and sitting,” he told USA TODAY.
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The cybersecurity firm Crowdstrike blamed the global tech outage on a defect in an update for Microsoft Windows hosts.
“Today was not a security or cyber incident. Our customers remain fully protected," Crowdstrike CEO George Kurtz posted on X. "We understand the gravity of the situation and are deeply sorry for the inconvenience and disruption. We are working with all impacted customers to ensure that systems are back up and they can deliver the services their customers are counting on. As noted earlier, the issue has been identified and a fix has been deployed. There was an issue with a Falcon content update for Windows Hosts."
The aviation sector was hit particularly hard due to its sensitivity to timings. Airlines rely on a closely coordinated schedule often run by air traffic control. Just one delay of a few minutes can throw off a flight schedule for take-offs and landings for an airport and airline for the rest of the day.
"The issueaffected many separate systems, such as those used for calculating aircraft weight, checking in customers, and phone systems in our call centers," United Airlines said in a statement. "After pausing all departures overnight, flights resumedon Friday morningandwe are working diligently to get our customers to their destinations."
Story continues below.
CrowdStrike update brings downs Microsoft systems
Cybersecurity firm CrowdStrike deployed an update that crashed Windows systems worldwide.
Are flights still grounded? How long will flight delays last?
"Ground stops and delays will be intermittent at various airports as the airlines work through residual technology issues," the FAA said, adding that it's working closely with airlines to resume normal operations.
Travelers are advised to contact their airlines and monitor the FAA's website for the latest information.
How to find the reason for flight delay
Customers can ask airlines why their flight is canceled or delayed, but the Department of Transportation confirmed that it considers the delays and cancellations caused by Friday's IT outage to be "controllable" by the airlines. While airlines may say they didn't cause the computer error, it means that the DOT will hold them responsible for upholding the commitments they've made to customers when it comes to policies like rebooking or hotel and meal vouchers as the mess gets sorted out. Every airline's policy is outlined on the DOT customer service dashboard.
The Bureau of Transportation Statistics also tracks causes of delays and cancellations.
Airline waivers
Airlines are doing what they can to provide extra flexibility to those affected by the outage.
- American issued a waiver for affected travelers covering all of its U.S. hubs.
- Delta issued a waiver allowing all passengers traveling Friday to rebook their flights.
- Frontier issued a waiver offering rebooking for travelers whose flights were delayed by more than 3 hours. Customers whose flights were canceled may opt for a refund or credit toward future travel.
- United issued a waiver for select airports so passengers can make changes if their flights are affected, though a United spokesperson told USA TODAY that nearly all of the airline's flights depart or arrive in one of the airports covered by the waiver.
- Spirit issued a waiver allowing customers who are booked to fly Friday or Saturday through any airport in its network to change their flights at no additional charge.
What happens if my flight is canceled?
Department of Transportation rulesrequire all airlines to offer customers a refundif their flights are canceled for any reason, but customers may be entitled to additional compensation if a cancellation is within the airline's control.
What should I do if my flight is delayed?
If your flight is experiencing a long delay, the Transportation Departmentsuggests asking airline staff if they will pay for meals or a hotel room.
The DOT dashboard reflects airlines' official policies,but many carriers handle compensation for delays on a case-by-case basis and may provide vouchers or other benefits in some situations that are not formally covered.
What is considered a significant flight delay?
Each airline defines significant delays differently, but the DOT's dashboard identifies which airlines provide compensation for controllable delays of 3 or more hours.
For instance, all major U.S. carriers are supposed to provide a meal voucher for flights delayed by at least 3 hours for reasons within their control. Additionally, Alaska, JetBlue and Southwest offer credit or a travel voucher when a controllable delay "results in passenger waiting for 3 hours or more from the scheduled departure time," according to the dashboard.
How to file compensation for a delayed flight
Travelers seeking monetary compensation for delayed flights should file a claim with their respective airlines. Passengers seeking other types of compensation, like frequent flyer miles, may be able to request those through the airline's customer service.
Contributing: Andrew Mills, Joanna Plucinska and Lisa Barrington; Reuters
