Delta Air Lines Under Fire: DOT Investigation into Consumer Complaints Amid Cancellations

The Department of Transportation is conducting an investigation into Delta Air Lines to ensure that the airline is adequately addressing consumer issues in light of ongoing flight cancellations following a global technology outage last week.

Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for airline passengers, stating on social media, “All airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” He noted that his department has received “hundreds of complaints” regarding Delta’s handling of the situation.

Delta, which is headquartered in Atlanta, has faced challenges in resuming normal operations after a problematic software update from cybersecurity firm CrowdStrike on Thursday, which had widespread consequences. The faulty update affected Microsoft’s Windows operating systems, disrupting access for numerous corporate users and sometimes resulting in a “Blue Screen of Death.”

The impact of the outage extended across various sectors, including healthcare, delivery services, retail, and finance, but airlines and airports experienced significant disruptions. On Friday alone, over 46,000 flights were delayed and another 5,171 canceled, according to FlightAware, with Delta experiencing the most severe effects.

Delta announced the cancellation of around 3,500 flights on Friday and Saturday. The airline later canceled more than 2,500 flights on Sunday and Monday and reported additional delays totaling 3,441. On Tuesday, there were already 738 flights either canceled or delayed, as per FlightAware data.

Delta CEO Ed Bastian expressed regret regarding the cancellations, 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 explained that Delta relies on many applications using Microsoft Windows, including a crew tracking tool that was unable to manage changes due to the system outage. To assist affected customers, Delta has implemented a travel waiver allowing free flight changes, along with meal vouchers, hotel accommodation, and transportation options.

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