The Department of Transportation is conducting an investigation into Delta Air Lines to ensure that the airline is properly addressing consumer needs amid ongoing flight cancellations following a global technology outage last week.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for all airline passengers in a social media statement on Tuesday. He noted that his department has received “hundreds of complaints” regarding Delta’s response to the tech issues that occurred.
Delta, based in Atlanta, has faced challenges in fully restoring its operations following a flawed software update from cybersecurity firm CrowdStrike. This update, implemented late Thursday, adversely affected businesses worldwide, including a malfunction in Microsoft’s Windows operating systems, leading to significant disruptions for corporate users.
The ripple effects of the software failure were felt across multiple sectors, including healthcare, logistics, retail, and finance, with airlines and airports experiencing severe repercussions. On Friday alone, over 46,000 flights were delayed, and another 5,171 were canceled, according to FlightAware. Delta was among the hardest hit.
During the weekend, Delta reported the cancellation of approximately 3,500 flights. FlightAware data indicates that over 2,500 flights were canceled on Sunday and Monday, with an additional 3,441 flights delayed. As of Tuesday, 738 flights had also been either canceled or delayed.
Delta CEO Ed Bastian acknowledged the disruptions in a statement on Sunday, 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 further explained that Delta relies on a significant number of applications utilizing Microsoft Windows, including tools for crew tracking that were hindered by the system shutdown. In response to the operational challenges, Delta has implemented a travel waiver allowing customers to change their flights at no cost, as well as providing meal vouchers, hotel accommodations, and transportation options.