Check your email: Delta is reissuing companion certificates to some passengers affected by IT meltdown
In July, a global IT outage caused massive flight delays and cancellations, leaving tens of thousands of passengers stranded. Unfortunately, Delta Air Lines passengers were among the hardest hit, with more than 5,000 flights canceled during the outage.
Related: Delta’s meltdown worsens with 800 cancellations Monday; now 4,000 since Friday
At the time, many passengers reported that Delta wasn’t doing enough to accommodate their need for meals, hotel stays, ground transportation and alternative flights per expectations outlined on the U.S. Department of Transportation’s Airline Customer Service dashboard and in its flight refund guidances.
.@USDOT has opened an investigation into Delta Air Lines to ensure the airline is following the law and taking care of its passengers during continued widespread disruptions.
All airline passengers have the right to be treated fairly, and I will make sure that right is upheld.
— Secretary Pete Buttigieg (@SecretaryPete) July 23, 2024
These reports led to the U.S. Department of Transportation’s Office of Aviation Consumer Protections investigation to ensure affected passengers received the proper accommodations they were entitled to.
Baggage claim Monday, July 22, 2024, at Hartsfield-Jackson Atlanta International Airport (ATL). JESSICA MCGOWAN/GETTY IMAGES
Though passengers waited frustratingly long to get rebooked or refunded, Delta did abide by DOT policies and provided affected passengers with the option to use flight credits on future trips or receive a cash refund for the unused portion of their ticket. The airline also issued meal vouchers, hotel accommodations and ground transportation to stranded passengers.
.@Delta people working 24/7 to restore operation, support customers, get crews to right place at right time. See our latest update on Delta News Hub:https://t.co/apUTVGgFos
— Delta News Hub (@DeltaNewsHub) July 22, 2024
As a result of the disruptions, Delta passengers who redeemed a companion certificate during the outage period may soon receive a welcome email in their inbox.
On Friday, Delta began sending email alerts to passengers who redeemed a companion certificate during the outage period. The email stated that Delta would issue a new companion certificate within seven to 14 business days. The new certificate will be valid for one year from the date of issuance, thereby extending the expiration date of the original certificate.
DELTA
When I spoke with a Delta customer service agent to verify the validity of the email and companion certificate, a representative stated that the email was legitimate and that the airline is currently in the process of reissuing companion certificates used during the outage.
Some readers have reported in the TPG Lounge they, too, have received new companion certificates, even if their flights were not severely affected — their expiration dates have also been extended.
Several Delta American Express cards offer an annual companion certificate perk, including the Delta SkyMiles® Platinum American Express Card, Delta SkyMiles® Reserve American Express Card, Delta SkyMiles® Platinum Business American Express Card and Delta SkyMiles® Reserve Business American Express Card.
Related reading: As Delta meltdown drags on, here are airline passenger rights you need to know
If you are among those affected, be on the lookout in the coming days for an email from Delta’s customer service team with more information on your reissued companion certificate. Once it is received, you can find the companion certificate in your SkyMiles wallet on the Delta website or the Fly Delta App.
Delta did not immediately respond to TPG’s request for comment
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