The Department of Transportation is conducting an investigation into Delta Air Lines to ensure the airline is adequately addressing consumer concerns following numerous flight cancellations stemming from a global technology outage last week.
Transportation Secretary Pete Buttigieg stated on social media that “all airline passengers have the right to be treated fairly,” and he will ensure that this right is upheld. His department has reportedly received “hundreds of complaints” regarding Delta’s response to the recent tech failures.
Based in Atlanta, Delta has been struggling to fully restore its operations after a flawed software update from cybersecurity firm CrowdStrike disrupted businesses globally. This defect affected Microsoft’s Windows operating systems, preventing corporate users from accessing their systems, with some experiencing the notorious “Blue Screen of Death.”
The incident had widespread repercussions, impacting numerous sectors including healthcare, delivery services, retail, and finance. Airlines and airports bore a significant brunt of the consequences: more than 46,000 flights were delayed and 5,171 canceled on Friday alone, as tracked by FlightAware, with Delta experiencing the most significant impact.
Delta reported canceling approximately 3,500 flights over Friday and Saturday. Over the weekend, more than 2,500 additional flights were canceled, and 3,441 flights were delayed by Monday. As of Tuesday, FlightAware indicated that 738 flights had been either canceled or delayed.
Delta CEO Ed Bastian expressed regret about the situation in a statement, saying, “Canceling a flight is always a last resort and something we don’t take lightly. I want to apologize to everyone who has 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 heavily on various applications utilizing Microsoft Windows, including tools for tracking crew that were unable to function due to the system outage. To assist affected customers, Delta has introduced a travel waiver allowing free flight changes, as well as providing meal vouchers, hotel accommodations, and transportation.