The Department of Transportation has launched an investigation into Delta Air Lines to ensure the company is adequately addressing consumer needs amidst ongoing flight cancellations linked to a recent global tech failure.
Transportation Secretary Pete Buttigieg emphasized the rights of airline passengers, stating, “All airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” This follows reports of “hundreds of complaints” regarding Delta’s handling of the situation.
Delta, headquartered in Atlanta, has faced significant operational challenges after a problematic software update by cybersecurity firm CrowdStrike last week, which caused widespread disruption to numerous industries. The update negatively affected Microsoft’s Windows operating systems, leaving many corporate users inoperable and contributing to a series of airline disruptions.
Among the sectors impacted were healthcare providers, delivery services, retail, and finance. Airlines experienced substantial delays, with more than 46,000 flights delayed and over 5,171 canceled on Friday, according to FlightAware. Delta bore the brunt of these issues, canceling about 3,500 flights on Friday and Saturday alone, followed by over 2,500 cancellations on Sunday and Monday, and additional delays on Tuesday.
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.”
He noted that Delta relies on a variety of applications utilizing Microsoft Windows, including one crucial for crew tracking, which was rendered ineffective by the tech failure. In response, Delta has implemented a travel waiver allowing customers to change their flights at no cost, as well as providing meal vouchers, hotel accommodations, and transportation options for affected passengers.