If you flew with Delta Air Lines over the past two weeks, you might have experienced delayed or canceled flights, long waits to get through to customer service, or other unexpected changes to your travel arrangements.

The situation led to a cascade of annoyed customers airing their grievances on social media, and Delta was forced to respond with an apology. Following a computer outage surrounding tech from cybersecurity company Crowdstrike, Delta canceled hundreds of flights in the surrounding chaos. Reports stated the problems cost Delta $500 million, according to the company’s CEO, in addition to the reputational hits it took in the process.

While the root of the issue that Delta faced was beyond the company’s control, how it responded to it can serve as a lesson for crisis communicators in any industry.

Including software issues in your crisis plan

While Delta’s formal apology did include options for bonus miles and reimbursements for disruptions, a perceived lack of clarity about the situation Delta was facing led to an outcry from passengers.

Continue reading at Ragan.