The Department of Transportation is currently investigating Delta Air Lines to ensure that it is meeting consumer protection standards amid ongoing flight cancellations following a major global tech outage last week.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for all airline passengers in a statement on social media on Tuesday, noting that his department has received numerous complaints regarding Delta’s handling of the situation.
Delta, headquartered in Atlanta, is facing challenges in restoring its operations after a flawed software update from cybersecurity firm CrowdStrike on Thursday affected businesses worldwide. This update created problems for Microsoft’s Windows operating systems, causing corporate users to lose access to their systems, with some experiencing the notorious “Blue Screen of Death.”
The incident had a widespread impact across multiple sectors, including healthcare, delivery, retail, and finance, but the airline industry suffered significantly. On Friday alone, over 46,000 flights were delayed, and 5,171 were canceled, according to FlightAware. Delta was particularly hard-hit, canceling around 3,500 flights over Friday and Saturday, followed by more than 2,500 cancellations on Sunday and Monday, along with 3,441 delays. As of Tuesday, there have been an additional 738 cancellations or delays.
Delta CEO Ed Bastian expressed regret over the situation, stating, “Canceling a flight is always a last resort, and something we don’t take lightly.” He apologized to all customers affected by the disruptions, stating that Delta’s mission is to connect people worldwide and acknowledging the difficulties caused by the interruptions.
Bastian also pointed out that Delta relies on a significant number of applications dependent on Microsoft Windows, including a tool for crew tracking, which was rendered ineffective due to the tech issues. In response, Delta has introduced a travel waiver allowing customers to change their flights at no extra cost, as well as offering meal vouchers, hotel accommodations, and transportation assistance.