The Department of Transportation has begun an investigation into Delta Air Lines to ensure that the airline is adequately addressing consumer concerns following a series of flight cancellations triggered by a global tech outage last week.
Transportation Secretary Pete Buttigieg made a statement on social media Tuesday, emphasizing that all airline passengers deserve fair treatment, and he is committed to upholding that right. He noted that his department has received “hundreds of complaints” regarding Delta’s response to the outages.
Delta, based in Atlanta, is still reeling from disruptions after a flawed software update by cybersecurity firm CrowdStrike last Thursday impacted companies globally. This update malfunction affected Microsoft’s Windows operating systems, leaving numerous corporate users without access and facing the infamous “Blue Screen of Death.”
The incident had widespread implications across various sectors, including healthcare, delivery services, retail, and finance. Particularly affected were airlines, with over 46,000 flights delayed and 5,171 canceled on Friday alone, as reported by FlightAware. Delta experienced the most significant impact.
The airline canceled approximately 3,500 flights on Friday and Saturday. In addition, it scrapped over 2,500 flights on Sunday and Monday, along with 3,441 delays. On Tuesday alone, 738 flights faced cancellation or delays.
Delta’s CEO, Ed Bastian, expressed regret in a statement on Sunday, asserting that canceling flights is a last resort and stating, “I want to apologize to everyone who has been affected by these events. Delta is in the business of connecting the world, and we recognize the challenges when travel plans are disrupted.”
Bastian explained that Delta relies heavily on Microsoft Windows for many applications, including a vital crew tracking tool that struggled to adapt to the unexpected system shutdown. In response to the disruptions, Delta has introduced a travel waiver, enabling customers to change their flights free of charge, along with offering meal vouchers, hotel accommodations, and transportation assistance.