The Department of Transportation has launched an investigation into Delta Air Lines to ensure that the airline is adequately addressing consumer concerns following a series of flight cancellations attributed to a recent global technology outage.
Secretary of Transportation Pete Buttigieg voiced his commitment to safeguarding passengers’ rights, stating, “All airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” This statement comes after the department received numerous complaints regarding Delta’s handling of the situation after the tech disruption.
Delta, based in Atlanta, has faced operational difficulties as it struggles to return to regular service following a problematic software update from cybersecurity firm CrowdStrike. This update negatively affected Microsoft Windows operating systems, leading to significant disruptions for businesses globally. Many corporate users experienced issues, including crashes characterized by the infamous “Blue Screen of Death.”
The incident had a widespread impact across multiple industries, including healthcare, delivery, retail, and finance. However, the airline sector experienced some of the most severe repercussions; on one Friday alone, over 46,000 flights were reported as delayed, with an additional 5,171 cancellations, as indicated by FlightAware. Delta was among the hardest hit.
The airline confirmed it canceled approximately 3,500 flights over Friday and Saturday, followed by more than 2,500 cancellations on Sunday and Monday, along with 3,441 delays. As of Tuesday, 738 additional flights suffered cancellations or delays.
Delta CEO Ed Bastian acknowledged the challenging circumstances, 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 also noted that Delta relies on numerous Microsoft Windows applications, including a vital crew tracking tool that was unable to adjust to changes due to the system failure. To assist affected travelers, Delta has implemented a travel waiver allowing customers to change their flights without penalties, in addition to providing meal vouchers, hotel accommodations, and transportation options.