The Department of Transportation is conducting an investigation into Delta Air Lines to ensure consumer protection as the airline continues to face flight cancellations following a global technology outage last week.
Secretary of Transportation Pete Buttigieg emphasized the passenger’s right to fair treatment in a statement on social media, mentioning that his department has received “hundreds of complaints” regarding Delta’s response to the outages.
Based in Atlanta, Delta has struggled to restore operations days after a flawed software update from cybersecurity firm CrowdStrike impacted businesses worldwide. This update caused issues with Microsoft’s Windows operating systems, which left corporate users facing connectivity problems, including the notorious “Blue Screen of Death.”
The incident affected nearly every major industry, including healthcare, delivery services, retail, and finance. Airlines and airports experienced some of the most significant disruptions; on Friday alone, more than 46,000 flights were delayed, and an additional 5,171 were canceled, according to FlightAware, with Delta suffering the most.
Delta canceled approximately 3,500 flights over Friday and Saturday. Reports indicate that the airline canceled over 2,500 flights on Sunday and Monday, while also delaying 3,441 others. On Tuesday, FlightAware tallied 738 flights that were either canceled or delayed.
In an apology to affected customers, Delta CEO Ed Bastian stated, “Canceling a flight is always a last resort, and something we don’t take lightly. 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 Delta relies on numerous applications that utilize Microsoft Windows, including a crew tracking system that was unable to function due to the recent technical shutdown. To assist customers, Delta has implemented a travel waiver allowing free flight changes and is providing meal vouchers, hotel accommodations, and transportation.