The Department of Transportation is conducting an investigation into Delta Air Lines to ensure the airline is adequately addressing consumer concerns following a significant number of flight cancellations linked to a global tech outage last week.
Secretary of Transportation Pete Buttigieg emphasized the importance of fair treatment for all airline passengers in a social media statement on Tuesday, noting that his department has received “hundreds of complaints” regarding Delta’s response to the recent technological disruptions.
Delta Air Lines, headquartered in Atlanta, has faced challenges in resuming its operations after a problematic software update by cybersecurity firm CrowdStrike affected numerous businesses worldwide. This update caused issues with Microsoft’s Windows operating systems, leaving corporate users unable to access their systems and in some cases encountering the infamous “Blue Screen of Death.”
The incident had widespread ramifications, impacting almost all major industries, including healthcare, delivery, retail, and finance. Airlines and airports were particularly hard hit, with over 46,000 flights delayed and over 5,000 canceled on Friday alone, as reported by FlightAware. Delta was one of the most significantly affected airlines.
The airline reported canceling approximately 3,500 flights over Friday and Saturday. On Sunday and Monday, Delta canceled more than 2,500 flights and delayed an additional 3,441. As of Tuesday, there have already been 738 flight cancellations or delays.
Delta’s CEO, Ed Bastian, expressed regret to those impacted by the disruptions, stating, “Canceling a flight is always a last resort, and something we don’t take lightly.” He added that Delta is committed to connecting the world and understands the difficulties caused by travel disruptions.
Bastian explained that a considerable number of Delta’s applications rely on Microsoft Windows, including a tool for crew tracking that was unable to handle the changes resulting from the system issues. In response to the situation, Delta has introduced a travel waiver allowing customers to change their flights without a fee, along with offering meal vouchers, hotel accommodations, and transportation assistance.