The Department of Transportation is currently investigating Delta Air Lines to ensure the company is adequately addressing consumer needs following a series of flight cancellations triggered by a major global tech outage last week.
In light of this situation, Secretary of Transportation Pete Buttigieg stated on social media, “All airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” He also noted that his department has received “hundreds of complaints” regarding Delta’s handling of the tech issues.
Delta, headquartered in Atlanta, has faced significant challenges in resuming normal operations after a problematic software update by cybersecurity firm CrowdStrike on Thursday. This update caused issues with Microsoft’s Windows operating systems, leaving corporate users unable to access their systems and, in some instances, facing severe errors.
The outage affected a wide range of industries, including healthcare, delivery services, retail, and finance, but the airline sector was particularly hit. On Friday alone, over 46,000 flights were delayed and another 5,171 were canceled, as reported by FlightAware, with Delta experiencing the most significant disruptions.
Delta revealed that it canceled around 3,500 flights across its network on Friday and Saturday, followed by more than 2,500 cancellations on Sunday and Monday, along with over 3,400 delays. On Tuesday, the airline reported an additional 738 flights that were either canceled or delayed.
In response to the situation, 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 vital for crew tracking, which were unable to adapt to the disruptions caused by the outage. To assist affected customers, Delta has implemented a travel waiver permitting free flight changes and is also providing meal vouchers, hotel accommodations, and transportation options.