The Department of Transportation has launched an investigation into Delta Air Lines to ensure the airline is adequately addressing customer concerns following a series of flight cancellations triggered by a global technology outage last week.
Transportation Secretary Pete Buttigieg stated via social media, “All airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” He mentioned that his department received “hundreds of complaints” regarding Delta’s handling of the situation.
Atlanta-based Delta has been struggling to resume normal operations after a software update by cybersecurity firm CrowdStrike, which went awry, impacting various businesses worldwide. A flaw in the update affected Microsoft’s Windows operating systems, leaving corporate users unable to access their systems, with some facing the notorious “Blue Screen of Death.”
The repercussions of this incident extended across multiple industries, including healthcare, delivery services, retail, and financial sectors, but airlines and airports were significantly affected. On just one day, Friday, over 46,000 flights were delayed and another 5,171 were canceled, according to FlightAware, with Delta experiencing the most significant disruptions.
Delta reported that it canceled approximately 3,500 flights over Friday and Saturday while canceling more than 2,500 flights and delaying an additional 3,441 on Sunday and Monday. As of Tuesday, 738 flights had been canceled or delayed.
Delta CEO Ed Bastian addressed the issue in a statement, emphasizing that canceling flights is a last resort. “I want to apologize to everyone who has 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,” he said.
Bastian explained that Delta relies on numerous applications that utilize Microsoft Windows, including essential tools for crew tracking that were unable to manage the changes resulting from the system failure. In response, Delta has implemented a travel waiver allowing customers to change their flights at no cost, along with providing meal vouchers, hotel accommodations, and transportation options.