The Department of Transportation is currently investigating Delta Air Lines to ensure the airline is fulfilling its obligations to consumers amidst ongoing flight cancellations following a global tech outage last week.
Secretary of Transportation Pete Buttigieg stated on social media that all airline passengers deserve fair treatment, and he is committed to upholding that right. He noted that his department has received “hundreds of complaints” regarding Delta’s response to the outages.
Delta, based in Atlanta, has been facing challenges in restoring its operations after a problematic software update by cybersecurity firm CrowdStrike affected businesses worldwide. A flaw in the update impacted Microsoft’s Windows operating systems, leaving many corporate users struggling with system access and encountering significant errors.
The incident widely affected various industries, including healthcare, delivery services, retail, and finance. Airlines were particularly impacted; on one day alone, FlightAware reported over 46,000 delayed flights and 5,171 cancellations, with Delta experiencing the most significant disruptions.
Delta announced the cancellation of approximately 3,500 flights during Friday and Saturday. The airline further reported more than 2,500 additional cancellations on Sunday and Monday, along with over 3,400 delays. As of Tuesday, there have already been 738 flights that have been either canceled or delayed.
Delta CEO Ed Bastian expressed regret over the situation, stating that canceling flights is always a last resort and they take such decisions very seriously. He apologized to all affected customers and emphasized Delta’s commitment to connecting people worldwide, acknowledging the difficulty caused by travel disruptions.
Bastian mentioned that a large number of Delta’s applications rely on Microsoft Windows, including crucial tools for crew tracking that were unable to adapt due to the system failures. In response to the situation, Delta has created a travel waiver allowing customers to change their flights without incurring fees, in addition to providing meal vouchers, hotel accommodations, and transportation.