The Department of Transportation is conducting an investigation into Delta Air Lines to ensure that the airline is adequately addressing consumer needs in light of ongoing flight cancellations following a recent global technology outage.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for airline passengers, stating on social media that his department had received “hundreds of complaints” regarding Delta’s response to the tech disruptions.
Delta, headquartered in Atlanta, has faced challenges in fully resuming operations after a flawed software update from cybersecurity firm CrowdStrike affected numerous global businesses last Thursday. This update caused issues with Microsoft’s Windows operating systems, which left corporate users struggling to access their systems, with many encountering the infamous “Blue Screen of Death.”
The incident had a widespread impact on various sectors, including healthcare, delivery services, retail, and finance. The airline industry experienced severe delays and cancellations, with over 46,000 flights delayed and more than 5,000 canceled just on Friday, according to FlightAware. Delta was particularly affected, canceling approximately 3,500 flights on Friday and Saturday alone. The cancellations continued, with over 2,500 flights canceled on Sunday and Monday, along with more than 3,400 delays.
Delta CEO Ed Bastian acknowledged the difficulty these disruptions cause, stating, “Canceling a flight is always a last resort, and something we don’t take lightly.” He offered apologies to those impacted, emphasizing that Delta’s mission is to connect the world.
Bastian explained that Delta relies heavily on Microsoft Windows for several applications, including tools for crew tracking, which were unable to adapt to the system shutdown changes. To assist affected customers, Delta has implemented a travel waiver allowing free flight changes, alongside providing meal vouchers, hotel accommodations, and transportation.