The Department of Transportation is currently investigating Delta Air Lines to ensure that the airline is properly addressing consumer concerns following a series of flight cancellations after a recent global tech outage.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for all airline passengers in a statement on social media on Tuesday. He noted that his department has received “hundreds of complaints” about Delta’s response to the tech issues that arose.
Delta Air Lines, based in Atlanta, has faced challenges in resuming normal operations following a problematic software update by cybersecurity firm CrowdStrike late Thursday, which affected various businesses globally. A flaw in the update impacted Microsoft’s Windows operating systems, leaving many corporate users without access to their systems and dealing with the infamous “Blue Screen of Death.”
The incident had a widespread impact, affecting nearly every major industry, including healthcare, delivery services, retail, and finance. The airline sector faced some of the most significant disruptions, with over 46,000 flights delayed and an additional 5,171 canceled on Friday alone, according to FlightAware. Delta was particularly hard hit.
The airline reported canceling around 3,500 flights over Friday and Saturday, with more than 2,500 cancellations and 3,441 delays occurring on Sunday and Monday. On Tuesday, FlightAware reported that 738 flights had already been canceled or delayed.
Delta CEO Ed Bastian expressed regret over the situation, 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 a “significant number of applications” based on Microsoft Windows, including tools for crew tracking, which were unable to adapt to the sudden system shutdown. As a response, Delta has implemented a travel waiver allowing customers to change their flights without a fee, along with provisions for meal vouchers, hotel accommodations, and transportation.