The Department of Transportation is conducting an investigation into Delta Air Lines to ensure that the airline is adequately addressing consumer concerns following a series of flight cancellations that occurred after a global technology outage last week.
Secretary of Transportation Pete Buttigieg emphasized the importance of fair treatment for airline passengers, stating via social media, “All airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” His remarks came after the department received numerous complaints regarding Delta’s response to the recent technical issues.
Delta, headquartered in Atlanta, has faced significant operational challenges following a problematic software update by cybersecurity firm CrowdStrike, which affected systems worldwide last Thursday. This update caused a defect in Microsoft’s Windows operating systems, resulting in various users experiencing significant disruptions, including the infamous “Blue Screen of Death.”
The impact of this incident was widespread, affecting nearly every major industry, including healthcare providers, delivery services, retailers, and financial institutions. Airlines, in particular, experienced severe disruptions. On Friday alone, over 46,000 flights were delayed, with 5,171 cancellations reported, according to data from FlightAware, and Delta was among the hardest hit.
Delta Airlines announced the cancellation of approximately 3,500 flights during Friday and Saturday. Additionally, the airline canceled more than 2,500 flights on Sunday and Monday and delayed another 3,441. As of Tuesday, 738 flights faced cancellations or delays.
Delta CEO Ed Bastian acknowledged the inconvenience during 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 explained that Delta relies on numerous applications that utilize Microsoft Windows, including one related to crew tracking, which struggled to handle the disruptions caused by the system failure. To assist affected customers, Delta has implemented a travel waiver, allowing for free flight changes and offering meal vouchers, hotel accommodations, and transportation.