The Department of Transportation is conducting an investigation into Delta Air Lines to ensure the company is adequately addressing consumer concerns following a series of flight cancellations resulting from a global technology outage last week.
Secretary of Transportation Pete Buttigieg stated on social media that “all airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” He previously noted that the department received “hundreds of complaints” regarding Delta’s response to the tech issues.
Delta Air Lines, based in Atlanta, has faced significant challenges in restoring its operations after a problematic software update from cybersecurity firm CrowdStrike caused widespread disruption. This update affected Microsoft’s Windows operating system, impacting numerous business users who experienced system access issues, including instances of the notorious “Blue Screen of Death.”
The incident had a vast impact across various industries, including healthcare, delivery services, retail, and finance. Airlines and airports were particularly hard-hit; on one day alone, over 46,000 flights were delayed and 5,171 were canceled, according to data from FlightAware, with Delta experiencing the greatest impact.
On Friday and Saturday, Delta canceled around 3,500 flights and reported more than 2,500 cancellations on Sunday and Monday, alongside 3,441 flight delays. As of Tuesday, the airline had already canceled or delayed 738 flights, per FlightAware statistics.
Delta CEO Ed Bastian expressed regret over the situation, stating, “Canceling a flight is always a last resort, and something we don’t take lightly.” He added, “I want to apologize to every one of you who have 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 mentioned that a significant number of Delta’s applications rely on Microsoft Windows, including a crew tracking tool that failed to adapt to the system shutdown. In response, Delta has implemented a travel waiver allowing customers to change their flights without charge, and is also offering meal vouchers, hotel accommodations, and transportation assistance.