The Department of Transportation is investigating Delta Air Lines to ensure the airline is addressing consumer concerns following a series of flight cancellations that stemmed from a recent global tech outage. Secretary of Transportation 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.” He noted that the department had received “hundreds of complaints” regarding Delta’s response to the outages.
Delta, headquartered in Atlanta, has struggled to restore full operations days after a software update by cybersecurity firm CrowdStrike disrupted businesses globally. A flaw in the update affected Microsoft’s Windows operating systems, leading corporate users to face significant issues, including experiencing the infamous “Blue Screen of Death.”
The impact of the incident was widespread, affecting various industries such as healthcare, delivery services, retail, and finance. Airlines and airports were especially hard hit; on Friday alone, more than 46,000 flights were delayed and over 5,000 were canceled, according to FlightAware, with Delta experiencing the greatest disruption.
Delta reported canceling about 3,500 flights on Friday and Saturday and cited over 2,500 cancellations on Sunday and Monday, along with delays of 3,441 flights. On Tuesday, an additional 738 flights were also canceled or delayed. Delta CEO Ed Bastian expressed regret over the situation, 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 further explained that the airline relies heavily on Microsoft Windows applications, including a crucial tool for crew tracking that was affected by the system shutdown. In response to the disruptions, Delta has implemented a travel waiver allowing customers to change their flights at no extra cost, as well as providing meal vouchers, hotel accommodations, and transportation.