The Department of Transportation is launching an investigation into Delta Air Lines to ensure that the airline is adequately addressing consumer concerns following a wave of flight cancellations stemming from a global tech outage last week.
Transportation Secretary Pete Buttigieg stated on social media on Tuesday that “all airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” He noted that his department had received “hundreds of complaints” regarding Delta’s handling of the situation.
Delta, based in Atlanta, is still working to restore normal operations after a flawed software update from cybersecurity firm CrowdStrike disrupted businesses worldwide. This update affected Microsoft’s Windows operating systems, leaving users, including corporations, unable to access their systems and, in some instances, experiencing the notorious “Blue Screen of Death.”
The incident had widespread consequences across various sectors, including healthcare, delivery services, retail, and finance. However, the airline industry experienced some of the most significant disruptions; on Friday alone, over 46,000 flights were delayed, and more than 5,171 were canceled, according to FlightAware, with Delta being the most affected airline.
Delta canceled approximately 3,500 flights over Friday and Saturday. The airline recorded over 2,500 cancellations on Sunday and Monday, along with another 3,441 delays. By Tuesday, the disruption continued, with 738 flights delayed or canceled, as reported by FlightAware.
Delta CEO Ed Bastian expressed regret in a statement, saying, “Canceling a flight is always a last resort, and something we don’t take lightly. 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.”
Bastian explained that a large number of Delta’s applications rely on Microsoft Windows, including a tool for crew tracking that failed to adapt to the operational changes caused by the system outage. Delta has since rolled out a travel waiver allowing customers to change their flights at no extra cost, as well as providing meal vouchers, hotel accommodations, and transportation options.