The Department of Transportation is currently investigating Delta Air Lines to ensure that it is adequately addressing consumer concerns following the airline’s continued flight cancellations in the wake of a global technology outage last week.
Secretary of Transportation Pete Buttigieg emphasized the importance of fair treatment for airline passengers in a social media statement on Tuesday. He noted that the department has received “hundreds of complaints” regarding Delta’s response to the recent tech issues.
Delta, based in Atlanta, has struggled to return to normal operations following a problematic software update from cybersecurity firm CrowdStrike that occurred late Thursday. This update adversely affected Microsoft’s Windows operating systems, impacting numerous businesses globally, some of which experienced the notorious “Blue Screen of Death.”
The fallout from the incident extended to various sectors, including healthcare, delivery services, retail, and finance, but airlines and airports experienced particularly severe disruptions. On Friday alone, over 46,000 flights faced delays, with an additional 5,171 cancellations reported by FlightAware. Delta was among the most affected airlines.
As a result of the disruption, Delta canceled approximately 3,500 flights on Friday and Saturday, with more than 2,500 flights canceled on Sunday and Monday, while also delaying another 3,441 flights. Reports indicate that by Tuesday, 738 flights had been either canceled or delayed.
Delta CEO Ed Bastian expressed regret for the turmoil, stating, “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 added that Delta relies on numerous applications utilizing Microsoft Windows, which included a crew tracking tool that failed due to the system shutdown. In response to the situation, Delta has enacted a travel waiver allowing customers to change their flights without fees and is offering meal vouchers, hotel accommodations, and transportation.