The Department of Transportation is currently investigating Delta Air Lines to assess how the airline is managing consumer rights in light of ongoing flight cancellations following a global tech outage last week.
Transportation Secretary Pete Buttigieg emphasized that all airline passengers deserve fair treatment and vowed to uphold those rights. He noted that his department has received numerous complaints regarding Delta’s response to the outages.
Based in Atlanta, Delta has faced challenges in restoring normal operations days after a software update from cybersecurity firm CrowdStrike went awry late Thursday, affecting businesses worldwide. This malfunction specifically impacted Microsoft’s Windows operating systems, resulting in disruptions for corporate users and widespread technical issues.
The incident significantly impacted various industries, including healthcare, delivery services, retail, and finance, but airlines and airports suffered the most. On Friday, for instance, over 46,000 flights were delayed, and 5,171 were canceled, according to data from FlightAware, with Delta experiencing the most disruptions.
Delta reported canceling about 3,500 flights on Friday and Saturday, followed by more than 2,500 cancellations on Sunday and Monday, along with 3,441 delays. On Tuesday alone, 738 flights faced cancellations or delays.
Delta CEO Ed Bastian expressed regret for the inconveniences caused, stating that canceling flights is always a last resort. He acknowledged the challenges customers face when their travel plans are disrupted and assured them that Delta values its role in connecting the world.
Bastian further indicated that Delta relies on numerous applications that utilize Microsoft Windows, including a tool for tracking crew schedules that was hindered by the system failure. To assist affected customers, Delta has implemented a travel waiver allowing free changes to flights and is providing meal vouchers, hotel accommodations, and transportation.