The Department of Transportation is launching an investigation into Delta Air Lines to ensure the airline is adequately addressing consumer concerns following a series of flight cancellations linked to a global technological failure last week.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for airline passengers, stating via 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 has received numerous complaints regarding Delta’s response to the tech outages.
Delta Air Lines, headquartered in Atlanta, has faced challenges in fully resuming operations after a problematic software update from cybersecurity firm CrowdStrike. This update, which occurred late Thursday, had widespread effects on various businesses globally, primarily affecting Microsoft’s Windows operating systems. As a result, corporate users were left without access to their systems, facing issues such as the notorious “Blue Screen of Death.”
The incident caused significant disruptions across multiple sectors, including healthcare, delivery services, retail, and finance. Airlines and airports experienced the most severe impacts. On Friday alone, over 46,000 flights were delayed, with an additional 5,171 cancellations reported by FlightAware, with Delta being the most affected airline.
Delta announced the cancellation of approximately 3,500 flights over Friday and Saturday. According to FlightAware, the airline canceled more than 2,500 flights on Sunday and Monday and also delayed another 3,441 flights. As of Tuesday, the airline had already canceled or delayed 738 flights.
Delta’s CEO, Ed Bastian, stated on Sunday, “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 further explained that Delta relies heavily on Microsoft Windows applications, including tools for crew tracking, which were unable to handle changes due to the system shutdown. In response to the situation, Delta has implemented a travel waiver allowing customers to change their flights without fees, in addition to providing meal vouchers, hotel accommodations, and transportation assistance.