The Department of Transportation is currently investigating Delta Air Lines to ensure that it is fulfilling its obligations to consumers amid a wave of flight cancellations following a global technology outage last week.
Secretary of Transportation Pete Buttigieg emphasized in a social media statement that all airline passengers have the right to fair treatment, and he pledged to uphold that right. Buttigieg noted that his department has received “hundreds of complaints” regarding Delta’s response to the technical issues.
Delta Air Lines, headquartered in Atlanta, has faced significant operational challenges after a failed software update by cybersecurity company CrowdStrike disrupted numerous businesses globally. This flawed update affected Microsoft’s Windows operating systems, preventing many corporate users from accessing their systems, and in some cases, causing the infamous “Blue Screen of Death.”
The incident impacted nearly every major industry, including healthcare, delivery services, retail, and finance. Airlines, in particular, experienced severe disruptions: on Friday alone, more than 46,000 flights were delayed, and over 5,171 were canceled, with Delta being the hardest hit.
Delta reported canceling around 3,500 flights over Friday and Saturday. Additionally, between Sunday and Monday, the airline canceled more than 2,500 flights and delayed 3,441 more. On Tuesday, FlightAware indicated that 738 flights had already been canceled or delayed.
Delta CEO Ed Bastian addressed the situation in a statement on Sunday, stating that canceling a flight is always a last resort and expressing his apologies to those affected by the disruptions. He acknowledged the challenges passengers face when their travel plans are altered.
Bastian explained that the airline relies on numerous applications that use Microsoft Windows, including a crew tracking tool that couldn’t adapt due to the system failure. To assist affected customers, Delta has implemented a travel waiver allowing free flight changes, as well as providing meal vouchers, hotel accommodations, and transportation.