The Department of Transportation is currently investigating Delta Air Lines to ensure the airline is adequately serving its customers in light of the recent wave of flight cancellations following a global technology outage last week.
Transportation Secretary Pete Buttigieg emphasized in a social media statement that all airline passengers deserve fair treatment, pledging to uphold that right. He noted that the department has received “hundreds of complaints” regarding Delta’s handling of the tech disruptions.
Delta, based in Atlanta, has faced challenges in resuming normal operations after a problematic software update from cybersecurity firm CrowdStrike affected numerous businesses worldwide. This issue resulted from a defect in an update that impacted Microsoft’s Windows operating systems, leading to some corporate users experiencing significant system failures, including the notorious “Blue Screen of Death.”
The incident caused widespread disruption across nearly all major industries, notably affecting healthcare providers, delivery services, retailers, and financial institutions. Airlines, in particular, were severely impacted, with over 46,000 flight delays and 5,171 cancellations reported on a single Friday. Delta experienced the highest impact, canceling around 3,500 flights over Friday and Saturday, with more than 2,500 flights canceled on Sunday and Monday, and an additional 3,441 delayed. As of Tuesday, 738 flights had already been canceled or delayed.
Delta’s CEO, Ed Bastian, stated that canceling a flight is always a last resort and expressed sincere apologies to all passengers affected. He acknowledged the difficulties that travel disruptions cause, reaffirming that Delta’s mission is to connect people around the globe.
Bastian explained that Delta relies heavily on various applications utilizing Microsoft Windows, including essential tools for tracking crews, which were rendered ineffective due to the system failures. In response to the upheaval, Delta has implemented a travel waiver allowing customers to change flights at no extra cost, in addition to providing meal vouchers, hotel accommodations, and transportation.