The Department of Transportation has launched an investigation into Delta Air Lines to ensure it is adequately addressing customer needs following a series of flight cancellations attributed to a recent global tech outage.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for airline passengers, stating, “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 situation.
Delta Air Lines, based in Atlanta, has faced significant operational disruptions following a problematic software update by cybersecurity firm CrowdStrike, which occurred late last Thursday. This update caused widespread issues, particularly affecting Microsoft’s Windows operating system, leaving many corporate users without access to critical systems and experiencing technical failures.
The outage impacted nearly all major industries, including healthcare, retail, and finance, but the airline sector was particularly hard-hit. On Friday alone, over 46,000 flights were delayed and approximately 5,171 were canceled nationwide, with Delta bearing the brunt of the disruptions.
On Friday and Saturday, Delta canceled around 3,500 flights. Following that, the airline scratched more than 2,500 flights on Sunday and Monday, while also delaying an additional 3,441 flights. On Tuesday, 738 flights were either canceled or delayed.
Delta CEO Ed Bastian expressed regret over the cancellations, stating, “Canceling a flight is always a last resort, and something we don’t take lightly.” He added an apology to those impacted by the cancellations, acknowledging the difficulties travelers face when their plans are disrupted.
Bastian explained that many of Delta’s applications rely on Microsoft Windows, including a critical crew tracking tool that was unable to adapt to the changes caused by the outage. To assist affected customers, Delta has implemented a travel waiver allowing for free flight changes, along with providing meal vouchers, hotel accommodations, and transportation options.