The Department of Transportation is currently investigating Delta Air Lines to ensure that it is adequately addressing consumer concerns following the numerous flight cancellations that occurred after a recent global technology outage.
Transportation Secretary Pete Buttigieg stated via social media on Tuesday that all airline passengers are entitled to fair treatment and he is committed to upholding that right. He noted that his department had received “hundreds of complaints” regarding Delta’s response to the situation.
Delta Air Lines, based in Atlanta, has struggled to restore full operations after a problematic software update by cybersecurity firm CrowdStrike impacted numerous businesses globally late last week. A flaw in this update affected Microsoft’s Windows operating systems, disrupting access for corporate users and causing some to encounter the “Blue Screen of Death.”
The disruption had widespread implications, affecting nearly every major industry, including healthcare, delivery services, retail, and finance. The airline sector experienced particularly severe impacts, with over 46,000 flight delays and approximately 5,171 cancellations occurring just on Friday, according to FlightAware. Delta was among the most affected airlines.
Delta reported canceling around 3,500 flights over Friday and Saturday. Additionally, it canceled more than 2,500 flights on Sunday and Monday, while delaying another 3,441 flights. On Tuesday alone, there were 738 flight cancellations or delays recorded.
Delta CEO Ed Bastian expressed regret over the situation in a statement on Sunday, stating, “Canceling a flight is always a last resort, and something we don’t take lightly. I want to apologize to everyone 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 mentioned that Delta relies heavily on a range of applications that utilize Microsoft Windows, including a tool for crew tracking that failed to adapt to the changes caused by the system outage. In response, Delta has implemented a travel waiver allowing customers to change their flights without incurring fees, in addition to providing meal vouchers, hotel accommodations, and transportation.