The Department of Transportation has launched an investigation into Delta Air Lines to ensure that the airline is adequately addressing consumer concerns following a series of flight cancellations linked to a global tech outage last week.
Transportation Secretary Pete Buttigieg emphasized on social media 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.” Buttigieg highlighted that his department has received numerous complaints regarding Delta’s handling of the disruptions caused by the tech incident.
Delta, based in Atlanta, has faced significant challenges in returning to normal operations following a problematic software update from cybersecurity firm CrowdStrike. This update affected various businesses worldwide, primarily due to issues with Microsoft’s Windows operating systems, which rendered many corporate users unable to access their systems, sometimes resulting in the notorious “Blue Screen of Death.”
The impact of the outage was widespread, affecting multiple sectors, including healthcare, delivery services, retail, and finance. However, the airline industry suffered the most: on a single day, over 46,000 flights were delayed and around 5,171 were canceled, with Delta being the hardest hit.
The airline reported approximately 3,500 flight cancellations over Friday and Saturday, followed by more than 2,500 cancellations on Sunday and Monday, along with 3,441 delays. By Tuesday, another 738 flights had been impacted.
Delta CEO Ed Bastian acknowledged the situation, stating on Sunday, “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 a considerable number of Delta’s applications rely on Microsoft Windows, including tools for tracking crew operations that were unable to function due to the system issues. In response to the disruptions, Delta has implemented a travel waiver allowing customers to change their flights at no extra charge, as well as offering meal vouchers, hotel accommodations, and transportation assistance.