The Department of Transportation is currently investigating Delta Air Lines to ensure that the airline is adequately addressing consumer concerns amidst ongoing flight cancellations following a recent global tech outage.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for all airline passengers in a social media statement on Tuesday. He noted that his department has received “hundreds of complaints” regarding Delta’s response to the tech disruptions.
The Atlanta-based airline has faced significant challenges in resuming normal operations following a problematic software update by cybersecurity company CrowdStrike that occurred late Thursday. This update adversely affected Microsoft’s Windows operating systems, leaving numerous corporate users with disrupted access and, in some cases, encountering the infamous “Blue Screen of Death.”
This incident had widespread impacts, affecting various industries including healthcare, delivery services, retail, and finance. However, the aviation sector was particularly hard hit. On Friday alone, over 46,000 flights experienced delays, and an additional 5,171 were cancelled, according to FlightAware, with Delta being the most affected airline.
Delta reported cancellations of about 3,500 flights on Friday and Saturday. By Sunday and Monday, the airline had canceled over 2,500 flights and delayed another 3,441. On Tuesday, an additional 738 flights were either canceled or delayed, as per FlightAware data.
In a statement on Sunday, Delta CEO Ed Bastian expressed regret, 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.” Bastian acknowledged the difficulties caused by the disruptions and highlighted Delta’s commitment to connecting the world.
Bastian explained that Delta relies on various applications utilizing Microsoft Windows, including tools for crew tracking, which were unable to handle the changes resulting from the system failures. In response, Delta has implemented a travel waiver allowing customers to change their flights without charge and is offering meal vouchers, hotel accommodations, and transportation assistance.