The Department of Transportation has launched an investigation into Delta Air Lines to ensure the company is adequately addressing consumer concerns after a series of flight cancellations linked to a global tech outage last week.
Transportation Secretary Pete Buttigieg stated on social media that “all airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” He noted that his department had received “hundreds of complaints” regarding Delta’s handling of the situation.
Delta, based in Atlanta, has been struggling to fully restore operations following a problematic software update from cybersecurity firm CrowdStrike, which took place late Thursday. This update caused issues with Microsoft’s Windows operating systems, leaving numerous businesses without access to their systems, some experiencing the notorious “Blue Screen of Death.”
The incident affected nearly every major industry, including healthcare, delivery services, retail, and finance, but the airline sector was particularly hard hit. On Friday alone, over 46,000 flights were delayed and an additional 5,171 cancelled, as reported by FlightAware, with Delta facing the brunt of the disruptions.
Delta Airlines canceled approximately 3,500 flights over the weekend, specifically on Friday and Saturday, and over 2,500 cancellations occurred on Sunday and Monday, coupled with another 3,441 delays. By Tuesday, the airline reported 738 more flight cancellations or delays.
Delta CEO Ed Bastian expressed regret, 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. Delta is in the business of connecting the world, and we understand how difficult it can be when your travels are disrupted.”
Bastian explained that Delta relies on numerous applications that utilize Microsoft Windows, including tools for crew tracking, which struggled to adapt to the system shutdown. To mitigate customer inconvenience, Delta has implemented a travel waiver allowing passengers to change their flights without charge, in addition to providing meal vouchers, hotel accommodations, and transportation options.