The U.S. Department of Transportation is looking into Delta Air Lines to ensure it is managing customer service appropriately following ongoing flight cancellations linked to a recent global technology setback.
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 mentioned that his department has received “hundreds of complaints” regarding Delta’s handling of the situation.
Delta, based in Atlanta, has faced challenges in resuming full operations after a flawed software update by cybersecurity company CrowdStrike last Thursday disrupted businesses worldwide. This issue affected Microsoft’s Windows operating systems, leaving many corporate users unable to access vital systems, with some experiencing the notorious “Blue Screen of Death.”
The impact was widespread, affecting various sectors, including healthcare, delivery services, retail, and finance. Airlines experienced severe disruptions, with over 46,000 flights delayed and 5,171 canceled on Friday alone, according to FlightAware. Delta was particularly affected.
The airline reported approximately 3,500 flight cancellations over Friday and Saturday. On Sunday and Monday, Delta canceled more than 2,500 flights and delayed 3,441 others. By Tuesday, 738 flights were either canceled or delayed.
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. I want to apologize to every one of you who have been impacted by these events.” He acknowledged the essential role of technology in Delta’s operations, noting that several applications rely on Microsoft Windows, including crew tracking systems that were hindered by the shutdown. To assist affected customers, Delta has implemented a travel waiver allowing free changes to flights and is offering meal vouchers, hotel accommodations, and transport options.