The Department of Transportation is conducting an investigation into Delta Air Lines to ensure consumer rights are being upheld as the airline faces ongoing flight cancellations following a recent global tech outage.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for airline passengers in a social media statement on Tuesday. He noted that the department had received “hundreds of complaints” regarding Delta’s response to the outages.
Delta, based in Atlanta, has struggled to return to normal operations after a flawed software update by cybersecurity firm CrowdStrike impacted numerous businesses globally last Thursday. This update caused issues with Microsoft’s Windows operating systems, leaving corporate users unable to access their systems and, in some cases, encountering the notorious “Blue Screen of Death.”
Industries across the board, including healthcare, delivery services, retail, and finance, experienced disruptions, but airlines were particularly affected. On Friday alone, over 46,000 flights were delayed and 5,171 were canceled, according to FlightAware, with Delta being hit the hardest.
Delta announced the cancellation of around 3,500 flights over the weekend and more than 2,500 flights on Sunday and Monday, in addition to 3,441 delays. By Tuesday, the airline had already reported 738 flights canceled or delayed.
Delta CEO Ed Bastian expressed regret for the disruptions in a statement, underscoring that flight cancellations are a last resort. He apologized to all affected travelers, reiterating the company’s commitment to connecting the world and acknowledging the difficulties caused by travel disruptions.
Bastian explained that Delta relies heavily on Microsoft Windows for various applications, including a tool for crew tracking that was unable to handle operations following the system failure. To assist affected customers, Delta has rolled out a travel waiver allowing free flight changes, alongside meal vouchers, hotel accommodations, and transportation.