The Department of Transportation is conducting an investigation into Delta Air Lines to ensure it is adequately addressing consumer concerns following numerous flight cancellations linked to a recent global tech outage.
Transportation Secretary Pete Buttigieg stated on social media that all airline passengers deserve fair treatment and emphasized his commitment to uphold that right. He noted that his department has received “hundreds of complaints” regarding Delta’s response to the tech failures.
Based in Atlanta, Delta Air Lines is struggling to return to normal operations days after a software update by cybersecurity firm CrowdStrike, which caused widespread disruptions. This flawed update affected Microsoft’s Windows operating systems, resulting in significant access issues for corporate users, with some encountering the infamous “Blue Screen of Death.”
The incident had a broad impact across various industries, including healthcare, delivery services, retail, and finance. Airlines were particularly severely affected; on Friday alone, over 46,000 flights faced delays and more than 5,171 were canceled, according to FlightAware, with Delta being the most significantly impacted.
Delta reported the cancellation of around 3,500 flights over Friday and Saturday. The airline went on to cancel more than 2,500 flights on Sunday and Monday, alongside delaying an additional 3,441. So far on Tuesday, 738 flights have also been affected.
In a statement on Sunday, Delta CEO Ed Bastian expressed regret, 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 affected by these events.” He acknowledged the difficulties travelers face when their plans are disrupted and stated that Delta relies heavily on Microsoft Windows applications, including a tool for crew tracking that could not process changes due to the outage. To assist affected customers, Delta has implemented a travel waiver allowing free flight changes, as well as providing meal vouchers, hotel accommodations, and transportation options.