The Department of Transportation is launching an investigation into Delta Air Lines to assess its treatment of consumers following numerous flight cancellations stemming from a global tech outage last week.
Transportation Secretary Pete Buttigieg emphasized the rights of 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 had received “hundreds of complaints” regarding Delta’s handling of the situation.
Delta, headquartered in Atlanta, has faced significant operational disruptions after a flawed software update from cybersecurity firm CrowdStrike on Thursday, which affected businesses globally. This defect impacted Microsoft’s Windows operating systems, leaving corporate users unable to access their systems and, in some cases, encountering the notorious “Blue Screen of Death.”
The tech incident had widespread consequences, impacting various sectors including healthcare, delivery services, retail, and finance. The aviation industry, particularly, was severely affected; on Friday alone, over 46,000 flights faced delays and another 5,171 were canceled, with Delta being significantly impacted.
Delta reported it canceled approximately 3,500 flights over Friday and Saturday. On Sunday and Monday, it canceled more than 2,500 flights and delayed 3,441 others. As of Tuesday, 738 flights had already been canceled or delayed.
Delta CEO Ed Bastian issued an apology stating, “Canceling a flight is always a last resort, and something we don’t take lightly. Delta is in the business of connecting the world, and we understand how difficult it can be when your travels are disrupted.”
Bastian noted that a large number of Delta’s applications rely on Microsoft Windows, including a crew tracking tool that failed to process necessary changes due to the system disruption. To assist affected customers, Delta has implemented a travel waiver allowing free flight changes and is providing meal vouchers, hotel accommodations, and transportation.