The Department of Transportation is conducting an investigation into Delta Air Lines to ascertain whether the airline is adequately addressing consumer concerns after a series of flight cancellations linked to a global technology outage last week.
Secretary of Transportation Pete Buttigieg emphasized the passengers’ rights to fair treatment, asserting, “All airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” He noted that the department had received “hundreds of complaints” about Delta’s handling of the tech issues.
Delta, headquartered in Atlanta, is facing challenges in resuming normal operations following a problematic software update from cybersecurity firm CrowdStrike, which took place late Thursday. This update adversely affected Microsoft’s Windows operating systems, disrupting access for numerous corporate users and resulting in the infamous “Blue Screen of Death” for some.
The incident had widespread repercussions across various sectors, with healthcare providers, delivery firms, retailers, and financial institutions all feeling the impact. Airlines and airports experienced some of the most significant disruptions, with over 46,000 flights delayed and 5,171 cancelled on Friday alone, as reported by FlightAware, with Delta suffering the most.
The airline canceled around 3,500 flights over the weekend, and on Sunday and Monday, it scrapped more than 2,500 flights while also experiencing delays for an additional 3,441 flights. On Tuesday, the airline reported a further 738 cancellations or delays.
Delta CEO Ed Bastian expressed his regret over the situation, stating, “Canceling a flight is always a last resort, and something we don’t take lightly.” He apologized to affected travelers and recognized the challenges that come with travel disruptions. Bastian highlighted that Delta relies heavily on Microsoft Windows applications, including a crucial tool for crew tracking, which was unable to handle system changes caused by the outage. To alleviate the situation for customers, Delta is offering a travel waiver for free flight changes, as well as meal vouchers, hotel accommodations, and transportation options.