Ed Bastian’s Post

Since the CrowdStrike outage late last week, Delta’s team of the best professionals in the business has been working around the clock to restore the reliable, on-time operation you’ve come to know and expect when you fly with us. While our initial efforts to stabilize the operations were difficult and frustratingly slow and complex, we have made good progress this week and the worst impacts of the CrowdStrike-caused outage are clearly behind us. Delays and cancellations were down 50% Tuesday compared to Monday, and we anticipate cancellations Wednesday to be minimal. Thursday is expected to be a normal day, with the airline fully recovered and operating at a traditional level of reliability. I know the last few days have been difficult. To our customers who were impacted, I want to thank you for your patience and apologize again for the disruption to your travel. We understand how important travel is in your lives, and we remain committed to taking care of those whose flights may still be impacted, with meals, hotel accommodations and ground transportation offered through vouchers and reimbursements. We’re also providing impacted customers with Delta SkyMiles and travel vouchers as a further gesture of apology. I also want to extend my thanks and gratitude to Delta’s amazing team of 100,000 aviation professionals, who have been working tirelessly to take care of our customers and ensure their safety in a challenging operating environment. We will continue to keep you informed via delta.com and the Fly Delta app for the latest information on your itinerary. I’ve received emails from many of you who are understandably frustrated with the pace of progress and the difficulty in getting the service you deserve. I’ve also received many notes of encouragement and support commenting on the heroic efforts of our people, who are working under trying and stressful conditions. Thank you for your feedback, as well as your patience and understanding. 

Like many companies worldwide, Delta Air Lines was impacted on Friday morning by an outside vendor technology issue, which prompted us to pause flying while our systems were offline. The pause in our operation resulted in more than 3,500 Delta and Delta Connection flights cancelled through Saturday. More cancellations are expected on Sunday as Delta’s teams work to recover our systems and restore our operation. Canceling a flight is always a last resort, and something we don't take lightly. The technology issue occurred on the busiest travel weekend of the summer, with our booked loads exceeding 90%, limiting our reaccommodation capabilities. I want to apologize to every one of you who have been impacted by these events. Delta is in the business of connecting the world, and we understand how difficult it can be when your travels are disrupted. Please know that Delta’s entire team of the best professionals in the business have been working around the clock to safely get you where you need to go, and restore the reliable, on-time experience you've come to expect when you fly with us. Specifically, the issue impacted the Microsoft Windows operating system. Delta has a significant number of applications that use that system, and in particular one of our crew tracking-related tools was affected and unable to effectively process the unprecedented number of changes triggered by the system shutdown. Our teams have been working around the clock to recover and restore full functionality. We have issued a travel waiver to enable you to make a change to your itinerary at no charge. I encourage you to take advantage of that flexibility if possible. In addition, for those whose flights have been impacted, we continue to offer meal vouchers, hotel accommodations and transportation where available. And as a gesture of apology, we’re also providing impacted customers with Delta SkyMiles and travel vouchers. We will continue to keep you informed via delta.com and the Fly Delta app for the latest information on your itinerary. I want to thank Delta’s employees, who have been working tirelessly across our system to restore our best-in-class operation and take care of you during a very challenging situation. Thank you for your patience as we work through these issues, restore our operation and return to the reliability you expect from Delta.

Our longstanding mission at Delta is to better connect the world and I’m honored to share we’ll be furthering this through a new agreement announced today with Riyadh Air | طيران الرياض. Both airlines share a commitment to providing our customers an elevated experience and our partnership will bring new opportunities to them, our employees, investors and communities. Tony Douglas and members of the Riyadh Air team visited us in Atlanta today to celebrate this exciting new relationship. It’s not lost on me that our journey together will launch next year as Delta celebrates our 100th anniversary and will embark on our second century of flight as the world’s leading premium airline. It’ll be an opportunity to learn from one another and innovate for the future together. 

On the latest episode of Gaining Altitude, I was honored to host 7x world champion, entrepreneur and philanthropist Tom Brady in Boston – where he spent most of his professional career. Our discussion spanned topics such as teamwork, consistency and the importance of culture. Tom’s journey from being the 199th pick to becoming the most decorated quarterback is a testament to his perseverance and discipline. Tom shared his full circle moments and the mentors who helped him realize his full potential. As he moves into the next phase of his life, he shared how he spends his time paying this mentorship forward. Tom is not only a legend on the football field, but a genuine and humble leader and his story embodies what it means to Keep Climbing. The episode is now available on the Gaining Altitude website found below. I hope you’ll tune in. https://lnkd.in/eQiJpp6

As Delta gets closer to celebrating its 100-year anniversary next year, I’ve been reminiscing about the moments and the people who got us to where we are today, including some of our great leaders. During a difficult period in Delta’s history, Gerald “Jerry” Grinstein became CEO, and his work laid the foundation for the Delta of today.   Jerry was a true example of servant leadership, and always reminded us he was working in the service of Delta people. I couldn’t think of a better way to kick off our 100-year anniversary plans than to honor him by unveiling the Jerry Grinstein Executive Building at our Atlanta headquarters.  Every day, Jerry continues to inspire the people of Delta. I am honored to celebrate this special moment, and I want to thank everyone who helped make this a reality.  

As I reflect on the 80th anniversary of D-Day, I am truly thankful to all those who played an integral part in bringing our WWII veterans back to Normandy – including our partners: the Best Defense Foundation , Michelin and Boeing. The impact of these trips – both on the veterans and those who get to engage with them – cannot be understated. We’re in the land of the free because of the brave. And these are the brave. I couldn’t be more proud of the Delta people who helped make this a memorable experience for our WWII heroes. Being able to experience it with them was a once-in-a-lifetime event that I will hold dear.

At Delta, our motto is, “No One Better Connects the World.” But it’s not just something we say, it’s something we live. In 2022, we teamed up with Michelin and the Best Defense Foundation to take 29 WWII veterans, assisted by our Delta caregivers, back to the beaches of Normandy, France. All of this was thanks to one of our employees who saw the opportunity to meaningfully connect with our WWII heroes. Today marks the beginning of our third journey returning over 50 WWII veterans to Normandy in recognition of the 80th anniversary of D-Day. We are truly honored to be a part of their journey, and I look forward to greeting them in Deauville tomorrow.

We’re very honored to be taking home the Air Transport World Airline of the Year Award along with an inaugural Hall of Fame award. These awards will be proudly making their way from Dubai to Atlanta. The Delta Air Lines team is humbled by these esteemed recognitions but we’re also hungry to continue our quest to keep climbing, so that we can better serve our customers every day. Karen Walker and team, thank you for the hospitality at the 50th Airline Industry Achievement Awards. I had a great time with Becki, Symeria, Erika, Randy, Alex, Mona and the whole Delta team. Without them and their 100,000 colleagues, none of this would be possible. 

I always look forward to this time of year, but something about this summer feels different. The energy is undeniable as we plan our summer travel adventures. Whether you’re off to Paris to cheer on Team USA at the Olympic and Paralympic Games, exploring a new and far-flung destination, or taking a well-deserved break somewhere quiet and calm – our team of 100,000 strong can’t wait to see and serve you in the skies. Wherever your travels take you, I’m wishing you a summer filled with joy and connection. I’m personally looking forward to some family time, particularly with my 18-month-old grandson who is learning to love the beach. There’s nothing like watching the world through his eyes. Thank you for the trust you place in us to connect you with the people and places that matter most.

This spring, I’ve had the pleasure of delivering the commencement address at two universities that are very close to my heart. It was an honor and a privilege to speak to the Class of 2024 at Georgia Institute of Technology in Delta’s hometown of Atlanta and at my own alma mater St. Bonaventure University in New York. I always enjoy spending this special time with students and their loved ones as they enter the next phase of life where they’ll discover the purpose they’ll take into the world. For all our recent graduates, here’s a few life lessons I’d share with you during this important moment in your lives: Character matters. Invest in it. Protect your name and reputation. It’s the most important investment you can make. Learning is a lifelong pursuit. When you commit to continued learning, people will notice. Small successes will start to lead to even greater ones. Exude a quiet confidence. Inner confidence and strength are powerful. But never lose sight of how you’ve gotten to where you are. Never forget to give back to those who made your success possible. Lastly and most importantly, embrace the value of teamwork. Never forget being surrounded by a great team is far, far better than being a talented player out there alone.