The Department of Transportation has launched an investigation into Delta Air Lines to assess its handling of customer service following a series of flight cancellations linked to a global technology outage last week.
Secretary of Transportation Pete Buttigieg emphasized on social media that all airline passengers are entitled to fair treatment, stating he would ensure these rights are upheld. He 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 flawed software update from cybersecurity firm CrowdStrike on Thursday. This update inadvertently affected Microsoft’s Windows operating systems, causing widespread disruption among businesses worldwide, including difficulties like the infamous “Blue Screen of Death.”
The incident impacted nearly every major industry but hit airlines particularly hard. On Friday, over 46,000 flights were delayed, and more than 5,171 were canceled, according to FlightAware, with Delta experiencing the most significant disruptions.
The airline reported it had to cancel around 3,500 flights on Friday and Saturday, with more than 2,500 additional cancellations on Sunday and Monday, and over 3,441 delayed flights. By Tuesday, Delta had already canceled or delayed 738 flights.
Delta CEO Ed Bastian stated that canceling flights is always a last resort and expressed his apologies to those affected. He explained that Delta heavily relies on Microsoft Windows for various applications, including tools for tracking crew, which were unable to adapt to the system shutdown. In response, Delta is offering a travel waiver allowing customers to change their flights at no extra cost, along with meal vouchers, hotel accommodations, and transport.