The U.S. Department of Transportation is launching an investigation into Delta Air Lines to ensure the airline is adequately addressing consumer concerns following a wave of flight cancellations attributed to a global technology outage last week.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for airline passengers, stating on social media that his department has received “hundreds of complaints” regarding Delta’s handling of the situation.
Delta, based in Atlanta, has faced challenges in restoring its operations after a problematic software update by cybersecurity firm CrowdStrike caused widespread disruptions. The update affected Microsoft’s Windows operating systems, leaving many corporate users unable to access essential systems and causing issues such as the notorious “Blue Screen of Death.”
The impact of the incident rippled through various sectors, including healthcare, retail, delivery services, and financial institutions. However, the airline industry, particularly Delta, experienced severe disruptions. On Friday alone, over 46,000 flights were delayed, with 5,171 cancellations reported, according to FlightAware. Delta accounted for a significant portion of these disruptions.
Delta reported approximately 3,500 flight cancellations over Friday and Saturday and canceled over 2,500 additional flights on Sunday and Monday, with 3,441 delays also recorded. On Tuesday, the airline continued to face challenges, with 738 flights being canceled or delayed.
Delta CEO Ed Bastian expressed regret for the inconveniences caused, asserting that canceling flights is always a last resort and apologizing to all affected customers. He noted that a significant number of Delta’s applications rely on Microsoft Windows, including tools crucial for crew tracking, which were unable to function due to the software outage.
To assist affected customers, Delta has implemented a travel waiver allowing free flight changes and is offering meal vouchers, hotel accommodations, and transportation assistance.