The Department of Transportation is conducting an investigation into Delta Air Lines to ensure the airline is handling consumer concerns appropriately, as it continues to cancel flights following a global tech outage last week.
Secretary of Transportation Pete Buttigieg stated on social media Tuesday that all airline passengers have the right to fair treatment, emphasizing his commitment to uphold that right. He noted that his department has received “hundreds of complaints” regarding Delta’s response to the tech disruptions.
Delta, based in Atlanta, has struggled to restore normal operations after a flawed software update from cybersecurity firm CrowdStrike affected businesses globally. This update led to issues with Microsoft’s Windows operating systems, causing significant disruptions for corporate users, including instances of the “Blue Screen of Death.”
The incident had a wide impact across multiple industries, affecting healthcare providers, delivery services, retailers, and financial institutions. However, airlines and airports were particularly hard hit. On Friday alone, over 46,000 flights were delayed and another 5,171 were canceled, according to FlightAware, with Delta facing the brunt of the disruptions.
Delta cancelled around 3,500 flights on Friday and Saturday. Reports indicate the airline cancelled more than 2,500 flights on Sunday and Monday, with additional delays amounting to 3,441. On Tuesday, 738 flights were already reported as canceled or delayed.
Delta CEO Ed Bastian expressed regret in a statement on Sunday, stating, “Canceling a flight is always a last resort, and something we don’t take lightly. I want to apologize to everyone impacted by these events. Delta is in the business of connecting the world, and we understand the challenges that arise when travel plans are disrupted.”
Bastian highlighted that Delta relies on a significant number of applications that utilize Microsoft Windows, including a tool for crew tracking that was unable to adapt to the changes caused by the system shutdown. To mitigate the impact on customers, Delta has enacted a travel waiver allowing free flight changes and is providing meal vouchers, hotel accommodations, and transportation.