The Department of Transportation is looking into Delta Air Lines to ensure the airline is adequately addressing consumer needs following a series of flight cancellations triggered by a global tech outage.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for all airline passengers, stating on social media that his department had received numerous complaints regarding Delta’s handling of the situation.
Delta, based in Atlanta, has faced challenges in fully resuming operations after a problematic software update by the cybersecurity firm CrowdStrike impacted businesses worldwide. A flaw within the update affected Microsoft’s Windows operating systems, resulting in significant access issues for corporate users.
The incident had widespread repercussions across various sectors, including healthcare, delivery services, retail, and finance, with airlines experiencing the most significant disruptions. On Friday alone, over 46,000 flights were delayed and 5,171 were canceled, as reported by FlightAware, with Delta serving as the hardest-hit airline.
Delta announced it canceled roughly 3,500 flights on Friday and Saturday, in addition to over 2,500 cancellations on Sunday and Monday, and over 3,400 delays. By Tuesday, 738 flights had also been canceled or delayed, according to FlightAware.
Delta CEO Ed Bastian issued an apology to affected travelers, stating, “Canceling a flight is always a last resort, and something we don’t take lightly.” He acknowledged the complexity that travel disruptions cause for customers, reaffirming the airline’s commitment to connecting people globally.
Bastian highlighted that a substantial portion of Delta’s operations relies on Microsoft Windows, including their crew tracking system, which was unable to adjust due to the system failure. The airline has implemented a travel waiver policy allowing passengers to change their flights without fees and has also provided meal vouchers, hotel accommodations, and transportation options to those impacted.