The U.S. Department of Transportation is looking into Delta Air Lines to ensure it is adequately addressing consumer concerns following a series of flight cancellations resulting from a global tech outage last week.
Secretary of Transportation Pete Buttigieg stated on social media, “All airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” He noted that his department had received numerous complaints regarding Delta’s response to the tech issues.
Atlanta-based Delta has faced challenges in fully resuming operations several days after a problematic software update by cybersecurity firm CrowdStrike led to widespread disruptions. The flawed update affected Microsoft’s Windows operating systems, which in turn left corporate users unable to access their systems and struggling with system errors, including the notorious “Blue Screen of Death.”
The incident had far-reaching effects across various sectors, impacting healthcare providers, delivery services, retailers, and financial institutions, with the airline industry notably hit hard. On Friday, over 46,000 flights experienced delays and an additional 5,171 were canceled, with Delta being the most affected airline.
Delta reported canceling approximately 3,500 flights on Friday and Saturday. The airline went on to cancel more than 2,500 flights on Sunday and Monday, while also delaying another 3,441 flights. By Tuesday, 738 flights had been reported as canceled or delayed.
Delta CEO Ed Bastian expressed regret for the disruptions, stating, “Canceling a flight is always a last resort, and something we don’t take lightly. I want to apologize to everyone 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 explained that Delta relies on many applications that utilize Microsoft Windows, including tools for crew tracking that were rendered ineffective due to the system failure. In response to the situation, Delta has provided a travel waiver allowing customers to change their flights at no cost, in addition to offering meal vouchers, hotel accommodations, and transportation assistance.