The Department of Transportation is launching an investigation into Delta Air Lines to ensure the airline is adequately addressing consumer needs, following a series of flight cancellations linked to a recent global technology outage.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for all airline passengers in a statement on social media. He noted that the department had received “hundreds of complaints” regarding Delta’s response to the outages caused by a faulty software update from cybersecurity firm CrowdStrike, which occurred late last Thursday.
Delta, based in Atlanta, has faced significant operational challenges following the software mishap, which adversely affected numerous industries worldwide. The flawed update impacted Microsoft’s Windows operating systems, leaving many corporate users unable to access their systems and dealing with errors such as the infamous “Blue Screen of Death.”
The incident disrupted operations across various sectors, including healthcare, delivery, retail, and finance, but airlines and airports experienced some of the worst effects. According to FlightAware, over 46,000 flights were delayed and 5,171 were canceled just on Friday.
Delta reported approximately 3,500 flight cancellations on Friday and Saturday alone, with more than 2,500 additional cancellations on Sunday and Monday, in addition to nearly 3,441 delays. As of Tuesday, 738 flights had either been canceled or delayed.
Delta CEO Ed Bastian expressed regret over the disruptions, stating that canceling flights is always a last resort and is not taken lightly. He acknowledged the difficulties travelers face when their plans are altered due to such circumstances.
Bastian highlighted that Delta relies heavily on Microsoft Windows applications, including a vital tool for crew tracking that was affected by the outage. In response, Delta has implemented a travel waiver allowing customers to change flights without charge and is also providing meal vouchers, hotel accommodations, and transportation assistance to those affected.