Flying Delta Today? Here’s What The Outage Means For You

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Update: Delta will be providing vouchers to all passengers delayed more than 3 hours, and will not be accepting unaccompanied minors for travel today. Scroll down for details.

Delta flights were grounded this morning after a computer outage brought the airline systems to a halt.

Flights are resuming, but given that Delta was only able to operate ~800 of their 6,000 scheduled flights this morning, things are a bit messy. A vast majority of Delta planes aren’t where they’re supposed to be (along with their passengers and crew), so it’s going to take a significant amount of time to get everything back to normal.

Delta has also posted a video message from their CEO, which is a nice gesture:

If you’re flying Delta today (or scheduled to fly this week), here’s what you need to know.

Check your flight status

It’s best if you can do this before heading to the airport. The Delta app and website are still a bit glitchy, but there are several flight tracking apps that can give you more information.

The easiest, however, is just to Google. Enter your flight number preceded by “DL” into the search bar — so Delta flight 32 becomes “DL32” and you’ll see your flight status:

DL32-Canceled

It’s also worth noting that unaccompanied minors will not be allowed to travel today. If they’ve already started their journeys, Delta will take care of the kids, but this is an indicator of how unstable the route network still is.

You can change your flights

If you are flying on Monday, August 8th, and want to move or cancel the trip, Delta is waiving the penalties:

If your flight is canceled or significantly delayed, you are entitled to a refund. Even if your flight is not canceled, you may make a one-time change to your ticket without fee if you are scheduled to travel […] on Delta, Delta Connection®, or Delta-coded flights.

When rescheduled travel occurs beyond August 12, 2016, the change fee will be waived. However, a difference in fare may apply. Final travel must be completed by end of ticket validity, one year from date of original issue. If travel is not able to be rescheduled within these guidelines, customers may cancel their reservation and apply any unused value of the ticket toward the purchase of a new ticket for a period of one year from the original ticket issuance. Applicable change fee and fare difference will apply for new travel dates. Final travel must be completed by end of ticket validity.

So if you have flexibility in your plans, you might be best off canceling your Delta ticket, or rebooking for later in the week.

Domestic flights

If you’re already at the airport, you may have options other than what the gate agent is telling you.

You can certainly wait for your flight — the delays won’t last forever — but it’s worth asking about other options.

If your destination is served by Alaska or United, Delta may be able to “endorse” your ticket over to another carrier.

Delta doesn’t have interline agreements with American, JetBlue, Southwest, or Virgin America, so getting on one of those flights is less likely.

But it’s worth asking, especially if you need to travel today.

International flights

If you’re traveling internationally, you might be in a better situation than Delta’s domestic flyers.

That’s because Delta has dozens of SkyTeam partners, along with Virgin Atlantic & Virgin Australia, and it’s easier for them to rebook you on a partner airline.

AeroflotAlitaliaDelta Air LinesMiddle East Airlines
Aerolíneas ArgentinasChina AirlinesGaruda IndonesiaSaudia
AeromexicoChina EasternKenya AirwaysTAROM
Air EuropaChina SouthernKLMVietnam Airlines
Air FranceCzech AirlinesKorean AirXiamen Airlines

You can look at ExpertFlyer, GoogleFlights, or even the airport’s Wikipedia page to get an idea as to what other airlines fly to your destination.

If there’s a seat for sale, Delta might be able to get you on the flight (ask nicely).

Lounges, lounges, lounges

Whenever there’s a travel disruption, the lounge will be the best place to discuss your travel. As chaotic as everything will be today, the SkyClubs will be slightly less busy, as they don’t have quite as many passengers to help.

Even if you don’t have lounge access by way of your ticket, elite status, or credit card, today could be a day where it makes sense to pay for a day pass.

Phones are iffy

Hold times are outrageous, so if you’re not traveling today, you might want to wait for any Delta phone calls you would have made.

If you’re willing to spend a few dollars on Skype or Google Voice credit, you can try Delta Air Lines international reservations, which is sometimes a bit faster.

Either way, the phone systems are going to be slow.

You can also try to contact @Delta on Twitter. They’re generally quite helpful, but are obviously overwhelmed today.

Delta systems are still not 100%

While the airports are able to get flights in and out now, the Delta computer outage is still impacting many of the passenger-facing systems.

Delta.com doesn’t seem to be super accurate. New reservations aren’t syncing with SkyMiles accounts, and flights aren’t displaying on many routes. Delta is aware, and noted in their statement:

There may also be some lag time in the display of accurate flight status at delta.com, the Fly Delta App and from Delta representatives on the phone and in airport.

Based on what I’m experiencing, the airport systems and agents have the most resources. If you’re at the airport, an in-person conversation will be your best bet.

Consider bailing to a hotel

Generally my approach during system disruptions — particularly weather delays — is to treat it like a zombie apocalypse. You have to keep moving, or it’s not going to end well.

In this case however, there might not be anywhere to move to. If your flight is delayed several hours, and endorsing the ticket to another carrier isn’t a reasonable option, you might want to get out of the airport. A cheap airport hotel can give you a place to work and recharge versus sitting in the terminal.

The airline baggage service office may be able to give you a “distressed traveler voucher” but be prepared to wait in line, and be subject to their agreements/availability.

Times like these are when those free hotel credit card vouchers can really come in handy, as airport hotels tend to be lower categories, and you’re always going to be better off when you can book something on your own.

Check your credit card coverage

Those additional out of pocket expenses you’re incurring because of the delay? They might be covered by your credit card.

Depending on how you purchased your ticket, and how long your delay is, you could get reimbursed for meals, hotels, taxis, etc.

Citi offers the best delay coverage, and once you’ve hit the 3-hour mark both the Citi Prestige® Card and Citi® / AAdvantage® Executive World Elite Mastercard® will reimburse up to $500 in expenses.

Many other credit cards kick in after a 12-hour delay, which sadly might become likely today, so check your coverage.

Delta is giving out vouchers too

This is unusual, and speaks to how severe the system outage has been today.

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.

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.

Compensation is generally done on a case-by-case basis, so blanket $200 vouchers are an impressive gesture. That won’t void all the frustration from today, but should take some of the sting out.

Bottom line

As always, be polite, be patient, and be proactive. This is truly an unprecedented situation for Delta, and they’ll be doing everything they can to restore operations after the outage.

If you’re already at the airport, I’d take pretty much any alternative flight they can offer you.

If you haven’t left yet, and can delay your travel by a day or two, that might make for a more pleasant experience.

For those flying Delta today — how’s it going out there?

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Comments

  1. At ATL, was scheduled for 11am now second “update” has me departing at 1:55. No seats at main term A club. Agents have been helpful. One more delay and I’m bailing today.

  2. Just fine since whenever I fly UA, AA or DL, I basically plan multiple contingency plans and treat them all like zombie apocalypses… just another day flying in the US. In this case, I was able to get hold of an agent who somehow got my info up after abusing her computer and providing ample entertainment and transferred my ticket to UA.

  3. My family is connecting through Atlanta on way from Dallas to Myrtle Beach. Now rebooked for 9:30pm. If they book car instead, do you know how checked bags will be handled?

  4. @ Matt B — They should be able to pull their bags off the flight (hopefully). Not sure how long that will take given everything else that is going on.

  5. Did anyone else notice that the first Delta “official” announcement tried to deflect the problem onto someone else– namely that there had been a “Power outage”… Of course, the local power company in GA had to reply with “We had no service outages”.

    This is of course to avoid paying compensation, hotels, meal vouchers and the like that they’d be obligated to provide otherwise. Whether it’s ontime performance, cancellation rates or “reason your flight is going nowhere” you can always depend on Delta to transfer the blame onto someone else.

    Delta are absolutely the worst during IRROPS and today will prove that thoroughly.

    #OfficialAirlineofHades

  6. Good luck to everyone who’s traveling!

    So weird that system outages have hit all three majors in a row: United, American, and now Delta.

  7. IRROPS are SOP on DL. I tried them out for a few flights (regional and mainline) this summer to test the waters of free-agency. Every single flight was delayed. Rolling delays and gate changes are par for the course. They will use whatever excuse they can: wx, mx, crew arriving late, etc. On one segment LGA-YUL, the crew was sitting near me while we all waited for the aircraft to arrive (supposedly). At one point the captain ran up and exclaimed the aircraft had been at the gate all along (to be fair, the view was obstructed from the terminal). The crew all jumped up and ran to the jet bridge. Moments later they announced the APU wasn’t working so there’d be an indefinite delay (ended up being over an hour). You can’t make this stuff up.

    It’s a shame because once onboard, the FAs and flight crew are always so nice and genuinely friendly. The DL app is also super helpful for changing itineraries on the fly, upgrading, etc. But the ground operations of this airline are a total freakin’ mess and there’s no way I will rely on them moving forward for my travel, even if that means sticking with AA and their crummy hard and soft products.

  8. Completely agree– inflight product is fine. And flight crews generally professional.

    The problem with DL is all the grief of actually getting ON the plane. Booking, checkin, bags, gate changes, delays, cancels-carefully-disguised-as-not-a-cancellation, horrendous IRROPS rules, terrible ground staff. I will fly 200,000 miles this year on my own dime– and plan never to set foot on DL metal. They hate you. They really. Really. Hate you

  9. @Tachyon_OGG_SBA_IAD. Fully agree with you. I used to be a Delta Platinum Medallion member for years and several times they deliberately screwed me big time. On two occasions when my flight got cancelled, they rebooked everyone (10 people) but me for the next flight (it was 15 years ago so there were availabilities), despite reassuring me that I am on that flight (but did not give me a new boarding pass). Horrible ground personnel, enjoying if they can screw you/your schedule. After the 4th experience like that, I stopped flying with them.

  10. Yeah, Delta is just awful. They also have a huge problem when the computer system -doesn’t- go as functioned and can’t seem to get a human being to fix things for the life of them.

    That’s not to say any airline totally gets it right, and I’ve had -bad- meltdowns on every domestic airline. But no airline embodies the ‘look, sweetheart, we’ve got shareholders to appease’ attitude to poor service quite like Delta.

  11. @Daniel B

    Yeah, that evening (they deliberately booked me to mis-connect, after a 7 hour mechanical in DC) in ATL when the gate agent handed me the ‘hotel voucher’ for a hotel that hadn’t had any rooms for hours– he gave me that little “smart-a$$ DL smirk” that said “We are the best and I’m giving you another 7 hours of misery looking for a place to sleep just to show how much we hate the non-Diamonds”.hg\
    \
    The ground personnel on DL are the absolute worst.

    That night I swore “never again”. When things go bad on Delta they go amazingly bad– which makes all their lies about “ontime percentage” and “cancellation rates” even more appalling.

    So, yeah, to hear them blame this goat rodeo today on “a power outage”– typical for The Shame of The South.

    #OfficialAirlineofHades

  12. Hmm, just as Trick Dick retires and this happens. He must’ve known something was up so stepped down to not get this on his legacy.

  13. There is no excuse for this kind of outage. None. CTO and/or CIO should be fired immediately. You are being paid a C-Level salary to avoid this kind of mistake. “Power Outage”? Seriously? DL can’t order a battery backup (UPS) from Amazon? Even my Internet router is on a battery backup/UPS.

  14. If you guys think DL ground operations are bad… you clearly have not flown enough AA or UA. Honestly.

  15. @keitherson

    Two million miles on UA, a million each on AA and DL… so, yeah, I think I know what I’m talking about. I live on Maui, keep a house in CA and work in DC. I fly a lot on my own dime and experience them all… not on points and miles, but on real money.

    DL will take good care of the DM’s on a day like today. Everyone else will be pounded to the maximum extent permissible by law and the contract of carriage.
    The cabin experience on DL is fine; the rest of the experience on an IRROPS day is horrendous. And, they will lie non-stop doing it…. it’s not an accident that they first blamed what happened today on “a power outage”.

    Delta’s culture is rotten to the core. Always has been and most likely always will be.

  16. Well I got catgut in this violent strom of excrement. Had a 4:05PM flight LAX-SEA, this morning it was showing on time and I kind of hoped that would hold but around noon got an update it would be delayed about an hour. Checking online there was a 2:35 that was delayed to 3:05 So went to lax early and did a change to that flight (via the app, was on paid F and that worked well on switching) which was showing 3:05PM departure at 2:15 when I got to the airport. Gate 58 was what the app/screens showed, cleared security and just as I got to 58 get an update – gate change Gate 60, which is normally an AA gate but given the cluster F figured they might be using any and all gates so huff over to T6 – yeah it’s an AA flight (and not to Seattle or I’d have bought a ticket on the spot). So now screens say 50B, still 3:05pm departure and now it’s nearly 2:35 so make haste though the tunnel back to 50B. Screen says it’s a different flight and lots of pax confused and GA is saying she doesn’t think it’s Seattle but then gets a call…yeah it is OK great. Crew is there, things are ok….then about 15 mins later screen updates to show a Mexico flight – app pushes 54B as new gate ugh we all pile over there but that shows JFK flight not Seattle. GA has no clue – makes this announcement “if your going to Seattle this is not your gate”. That’s all. bothing about WHERE it’s supposed to be, lots of upset people then rumor spreads 53A so everyone goes there but that’s an Oakland flight. They also make an announcement – this is not Seattle but again no info as to where. At this point I go to the sky club – it’s a show of For Unlawful Carnal Knoweldge at this point. Wait in line about 25 mins get a nice agent who calls a bunch of gates and concludes its 54B after all, in fact the GA is meeting the plane and I should head down in 10mons or so. I do that, bunch of crew there, no GA, after about 10 mins the screen updates/ no more Sesttle now JFK. FML. then an announcement, um Seattle might be 58 now but not until after another flight – go back to the lounge get a great, actually AMAZING, agent who is just as frustrated as I am. She calls 54B and the GA tells her she doesn’t know what flight is going out, literally she had not idea. Then she calls the tower they also have no idea, but say they will call when they do. She suggest I have a drink (def a double!) and check in 10-15 and about 10 mins later get an app notice we are boarding. Now everything from the app was wrong today so didn’t trust it and had them call and check and sure enough the 2:35 flight finally boarded about 4pm with departure of 4:35. The only positive I would cite is people were actually honest and didn’t make stuff up, they (everyone at DL in LAX, and I mean everyone) had no clue whatsoever what was going on and at least they were honest about that. Would have been better if they did have a clue but I do appreciate “I don’t know” vs making stuff up.

  17. Rebooking? Think about this:

    >>>>
    Delta is waiving the change fees for any Monday flight that is rebooked through Friday. However, customers would have to pay the difference between the original and new tickets. And if they didn’t rebook their flights by Friday, change fees of as much as $500 would apply.

    Airlines made more than $2.8 billion in change fees in 2013, according to the Bureau of Transportation Statistics.
    <<<<<<

    Southwest, on the other hand, allowed two weeks for ticket changes when their systems crashed recently. That, in a nutshell is the difference between a customer-centric company like SWA and a Company like DL who will simply kick you in the nuts-helll instead.

  18. As a self declared DL loyalist, not sure I believe some of the comments I read here. They’ve proactively given everyone a $200 voucher. I realize that doesn’t come close to making up for lost time, delays, frustrations, etc. But when other airlines have had similar issues they’ve offered no blanket compensation. It seems like a nice gesture of good faith to me.

  19. @Tachyon. If your new travel begins by Friday you do not pay the fare difference. It’s on their website. Not sure what article that quote is from.

  20. @Tachyon: I don’t doubt your experiences, but my & my office’s experiences differ drastically from yours. For reference, we’re normally departing from Florida. Could be an East coast / West coast thing.

    Out of the 3 legacy carriers, DL gets our $. Why? Not that they’re necessarily good; it’s that they suck less than the other two. I won’t put anyone from the office on UA. AA is hit-or-miss for us. AA’s never been outstandingly good nor bad, just kind of a mediocre, but it’ll get you there. I agree DL does have delays at certain airports, which I factor for when booking and either route around those known choke points in their system or take other carriers (B6) when I can.

  21. Also, wouldn’t it be fun if the CEO of Delta did a John Legere-style apology video?

    “Oops, we really ****ed the pooch on this one!” Might even be handing out free credits for future travel. Ah, we can dream….

  22. @Raheem

    Reuters, Guardian, et al have all reported the same thing.

    Here’s the quote from the DL website:
    ” If travel is not able to be rescheduled within these guidelines, customers may cancel their reservation and apply any unused value of the ticket toward the purchase of a new ticket for a period of one year from the original ticket issuance. Applicable change fee and fare difference will apply for new travel dates. Final travel must be completed by end of ticket validity.”

    Translation, they will waive the change fee if you travel by Friday. Fare Differences still apply. If they’ve fv[#ed your trip plans so badly that you can’t re-start the trip by Friday, then full change fee and full fare difference applies. No refunds!

    Nice guys. Even when it’s their problem, they really make sure it’s your problem.
    The $200 “voucher” has a bunch of restrictions on it, btw. Few people will actually get it. If this were European Rules it would be $660 per traveler, plus generous adders for hotel, meals and incidentals.

  23. @AlexS

    I noticed in mid-2014 that (in giving them all a fair shot, being able to fly out of very competitive markets in DC and LA, pretty much weekly… There are at least 6 viable carriers on those routes) after only 35,000 miles of DL travel that year I’d been stranded, overnight, in the wrong city on four separate trips.

    Meanwhile, on US Air (pre-AA integration) after only 25,000 miles I was seeing nice stuff happen. A lot. Upgrades. Greeted by name. comp’d stuff. Never a delay via PHX or CLT. Meanwhile, DL was telling me to go find some place to sleep since they’d stranded me in ATL or LAX, yet again. I should add that most of the nice stuff on US Air has carried over to AA.

    Fare class and “DM” status is the difference on DL. If you carry the right credit card to ‘earn’ your way to Diamond, by all means Delta will take care of you. If you are only flying (and not playing the card games) on DL 30K-65K miles a year, forget it. They will strand you and leave you in a ditch over and over again. At those levels of travel AA (or Alaska– our last hope!) is much better than DL.

    I will qualify that if somebody else is paying your high DL fares, you are playing the c/c points-and-miles game and you fly over 125K a year, then Delta is your go-to. Especially if you are based in the SE, ATL, MSP.

    As for star power (Nick is nuts on this front) I meet more CEOs, sports stars, celebrity girlfriends and the like in AA F class in a month than I’d see on DL in a year.

  24. @AlexS

    I guess the one ‘positive’ on DL lately (as you savor those delightful ‘sidegrades’ to C+. Woo-hoo!) is that we’ll never again have to listen to that slimeball attorney Richard-the-Head Anderson tell us in his insulting, nasally voice that “he has our back”.

    Is there anybody traveling on Planet Delta today who thinks the airline “had his or her back”? Buy an extra power strip for the data center, guys!

  25. @Tachyon: We don’t have any status with DL, but they’ve still done us well. They’re often the least expensive, or on par, for the airports our employees fly out of.

    As far as celebrities go, I’d gladly pay to NOT have to deal with them. This is where general aviation is nice. I’ve been around celebrities all my life and most of them don’t impress me.

  26. @Alex

    I find that the people that most love DL either are the 250K per year crowd or the 2-trip a year folks. And, frankly, those are the two constituencies DL seems most interested serving.

    No lies about 2014 though. Four trips by July where DL left me stranded– weather, mechanicals, cancellations– no hotel, no re-book help. “Hey, you don’t mind camping out at the airport yet one more time do you? We’ll send you on your way to LA by late tomorrow night.”

    Say what you will about AA or UA– but for a Gold or Silver they’ll at least throw you an upgrade, a better seat, an in-flight voucher in such circumstances.

    Delta? They’ll strand 400,000 people, as they did today, and claim it’s all somebody else’s fault. It’s just the culture of their company.

  27. @Tachyon – Interesting, I’ve had the opposite experience. Delta is the only one where my flights are on time. AA has been delayed about 90% of the time, and on one instance, delayed 8 hours with no offer to rebook me on anything else. UA is delayed about 50% of the time for me. Obviously, this means that I greatly prefer Delta over AA or UA.

    And looking at your quote from the DL page, there is a sentence that occurred before where you started quoting – “Final travel must be completed by end of ticket validity, one year from date of original issue.” Does this mean that if you reschedule/request a waiver before Friday, then you have a whole year until you have to use it? That’s how I’m interpreting it, which is standard in my experience for sudden travel changes where you end up with an airline credit.

  28. Flew from a DL hub—not ATL—today.

    Got a text saying my mid day flight was on time just before getting on the train to the airport. Then another text telling me there was a 90 minute delay just before getting there. Would have been nice to know that before leaving.

    Two hour delay at the gate, not every seat was full in the pen so it was comfortable enough. Flew on A319 with new seats, IFE, power, and the recline where your seat shifts forward instead of the back reclining. I wish they would fly this on my favorite routes instead of the outdated 319s.

    Arrived safe and sound. Two hours late on a 90 minute flight.

  29. Got delayed in Paris by 1h. My connection in Atl was cancelled. Waited in line for 3 h, to rebook, but was told no seats. Was placed on stand by for Tuesday. The agent who helped me was not empathetic & didnt seem to care. After speaking with him, saw a manager who suggested i try a flight who was boarding to my destination. I waited in line as i saw a few stand byers getting in. Then, to my dismay, the entire flight got cancelled at 1 am.
    What a mess. Am exhausted, barely slept in the apo. And am anxious I won’t get home today.

  30. @LN

    So your testimony is that in your market American has flights with an ontime record of only 10%? (” delayed about 90% of the time”). Please identify the flight numbers and date ranges, as that’s easy to check on FlightStats and the database on FlightAware. I’m not sure I believe your testimony.

    Conversely, if I thought you weren’t a paid poster, I’d be happy to send you a dozen flights out of my home market (and, I do fly bi-coastally twice a week most weeks) that DL lists as 90-100% ontime where the public databases show them in the range of 60% ontime.

    Let’s call it what it is; DELTA lies continuously about their performance stats.

    As for the voucher rules, I’d only ask that people consider the fact that Delta’s only offering vouchers because this is being publicized in the press so much. Over 400,000 people per month, every month, arrive more than 3 hours late on Delta…. why the H3LL aren’t they being offered $200 vouchers, if it’s the right thing to do?

  31. Watch this windbag talk:

    http://news.delta.com/ceo-apologizes-customers-flight-schedule-recovery-continues

    Some apology. Watch. He STILL insists this was a “we lost power” situation– and most of this is meaningless platitudes pandering to his staff and shareholders: “all hands on deck”, “Delta teams working around the clock”, “working very very hard”. Yada-Yada-Yada.
    All about patting themselves on the back for working so hard, while only tangentially even acknowledging the customers’ “travel challenges”.

    I contend that this company’s culture is rotten to the absolute core. Even in a case where it’s crystal clear they didn’t do their jobs (ie back-up systems and disaster recovery scenarios), they will still insist they are the best, that they didn’t screw up, and, by the way, “Customers go pound sand.”
    Hopefully we’ll get some regulatory intervention soon– at minimum they should be able to re-institute the agreements (canceled by DL) to put passengers into seats on other airlines.

  32. Flight Monday afternoon –> rolling delays –> cancelled. Rebooked Tuesday afternoon.
    Apply for voucher.

    Arrive for flight Tuesday afternoon –> rolling delays exceed 3 hours –> apply for voucher again?

  33. @Eric

    So, please tell us how the story ended. Did they board you for somewhere or cancel again? Rumor over on PPRUNE.org is that they’ll cancel a few hundred more flights tomorrow, then be back in business again Thursday.

  34. Sadly, the plane got off the ground under the 3-hour threshold. There were a few delays, a few gate changes to get to the plane, and then a plane swap, but in the end it was only a little under 2.5 hours late getting off the ground.

  35. @Eric

    I suppose that’s as close to a “win” as one can get this week on DL.
    News reports this AM indicate there’ll be one last wave of cancellations today as they finally get aluminum and crews back into position.

    As much as I loathe Delta, I definitely wouldn’t want to be on the team trying to put Humpty Dumpty back together this week– must have been crazy in Atlanta trying to get assets back in place.

    Glad you made your destination.

  36. Do you know if they provide $200 per affected customer or $200 per reservation? I’ve provided my information to them through their website but I still have yet to receive an email from them about anything. Does anybody have the same experience?

  37. Mary, have you had any luck yet? I’ve gotten no response on any of my inquiries either. Ironically, I have only received a 25 dollar refund on my baggage fee, but my bag is the only thing they actually got to my destination. We gave up after being routed to timbuktu and no way to get home until Friday thru Delta and booked another airline. No vouchers here.

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