The Department of Transportation is conducting an investigation into Delta Air Lines to ensure that the airline is adequately addressing consumer concerns as it continues to cancel flights following last week’s global technological disruption.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for all airline passengers in a statement posted on social media. He highlighted that his department had received “hundreds of complaints” regarding Delta’s response to the tech issues.
Delta, which is headquartered in Atlanta, has faced challenges in returning to normal operations days after a flawed software update from cybersecurity firm CrowdStrike disrupted businesses globally. A defect in this planned update affected Microsoft Windows operating systems, leaving businesses unable to access their systems and, for some, dealing with the notorious “Blue Screen of Death.”
The incident had a widespread impact across multiple sectors, including healthcare, delivery services, retail, and financial services. Airlines, particularly Delta, experienced the brunt of the fallout: on Friday alone, over 46,000 flights were delayed, with 5,171 cancellations reported by FlightAware. Delta was particularly hard hit.
The airline canceled around 3,500 flights over Friday and Saturday, and subsequently canceled more than 2,500 flights on Sunday and Monday, while also delaying 3,441 flights. As of Tuesday, an additional 738 flights have either been canceled or delayed, according to FlightAware.
Delta CEO Ed Bastian expressed regret in a Sunday statement, affirming that canceling flights is always seen as a last resort. He extended apologies to all passengers affected by the disruptions, acknowledging the difficulties that come with travel interruptions. Bastian noted that Delta relies heavily on Microsoft Windows applications, including a crew tracking tool that struggled to adapt to the system shutdown.
In response, Delta has implemented a travel waiver, enabling customers to change their flights without charge, along with provisions for meal vouchers, hotel accommodations, and transportation.