The Department of Transportation is conducting an investigation into Delta Air Lines to ensure that the airline is adequately addressing consumer concerns following a series of flight cancellations caused by a global technology outage last week.
Secretary of Transportation Pete Buttigieg emphasized on social media that every airline passenger deserves fair treatment and that he is committed to upholding those rights. He noted that the department had received numerous complaints regarding Delta’s handling of the situation.
Delta Air Lines, headquartered in Atlanta, has faced challenges in resuming normal operations after a flawed software update by cybersecurity firm CrowdStrike affected multiple businesses worldwide. A defect in this update disrupted Microsoft’s Windows operating systems, leaving numerous corporate users unable to access their systems and dealing with critical errors.
The widespread incident impacted various industries, including healthcare, delivery services, retail, and financial sectors, but airlines and airports experienced the greatest disruptions. On a single day, more than 46,000 flights were delayed and over 5,171 were canceled, with Delta suffering the most significant impact.
Delta reported that it canceled approximately 3,500 flights between Friday and Saturday, with additional cancellations exceeding 2,500 on Sunday and Monday. By Tuesday, the airline had already canceled or delayed 738 flights.
Delta CEO Ed Bastian expressed regret over the situation, stating that canceling flights is always a last resort and not taken lightly. He apologized to all customers affected by the disruptions, reiterating that Delta’s mission is to connect the world.
Bastian explained that Delta relies on many Microsoft Windows-based applications, including a tool for tracking crew changes, which failed due to the system outage. In response, Delta has implemented a travel waiver allowing customers to change their flights without fees, and is providing meal vouchers, hotel accommodations, and transportation services.