The Department of Transportation is currently investigating Delta Air Lines due to a surge in complaints regarding consumer treatment following the airline’s significant flight cancellations that occurred after a major global technology outage last week.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for all airline passengers, stating, “All airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” His comments come after the department received hundreds of complaints regarding Delta’s handling of the situation linked to the outages caused by a problematic software update from cybersecurity firm CrowdStrike.
Delta, based in Atlanta, has faced challenges in restoring normal operations after a software update disrupted business operations worldwide, particularly impacting Microsoft’s Windows systems. This issue caused widespread access problems, resulting in what is commonly termed the “Blue Screen of Death,” affecting various industries including healthcare, retail, and finance, with airlines being among the most affected.
On the Friday following the outage, FlightAware reported over 46,000 flight delays and more than 5,171 cancellations. Delta reported canceling approximately 3,500 flights over Friday and Saturday, followed by over 2,500 cancellations on Sunday and Monday. Up to Tuesday, an additional 738 flights were reported as canceled or delayed.
Delta’s CEO, Ed Bastian, acknowledged the frustrations faced by travelers, stating that canceling flights is not taken lightly and is always considered a last resort. He expressed apologies to those impacted by the disruptions, reinforcing that Delta’s mission is to connect the world and recognizing the difficulty interruptions can cause. To mitigate the situation, Delta has introduced a travel waiver allowing customers to change their flights for free, and is providing meal vouchers, hotel accommodations, and transportation assistance.
The investigation by the Department of Transportation highlights the importance of accountability in the airline industry, ensuring that companies provide appropriate support to their passengers, especially during unforeseen disruptions.
This experience, although challenging, may lead to improvements in the airline’s contingency planning and service protocols, benefitting consumers in the future. Overall, the swift action by Delta to provide customer support and the oversight from the Department of Transportation reflect a commitment to enhancing passenger rights and service amidst crises.