The Department of Transportation is currently investigating Delta Air Lines to ensure that it is taking appropriate measures for consumer protection in light of a series of flight cancellations that followed last week’s global technology outage.
Transportation Secretary Pete Buttigieg emphasized the rights of airline passengers to be treated fairly and committed to upholding that right in a statement shared on social media. He noted that his department had received a significant number of complaints regarding Delta’s response to the tech disruptions.
Delta Air Lines, headquartered in Atlanta, has faced challenges in restoring normal operations due to a problematic software update from cybersecurity firm CrowdStrike, which took place late Thursday. This update caused issues with Microsoft’s Windows operating systems, leaving many corporate users without access and, in some instances, experiencing the infamous “Blue Screen of Death.”
The technology snafu affected almost every major industry, including healthcare, delivery services, retail, and finance. However, airlines and airports experienced some of the most severe impacts. On Friday, more than 46,000 flights faced delays, and an additional 5,171 were canceled, according to data from FlightAware. Delta was particularly hard hit, canceling approximately 3,500 flights over Friday and Saturday, followed by over 2,500 cancellations on Sunday and Monday, along with nearly 3,500 delays. Reports indicate that on Tuesday alone, 738 flights were either canceled or delayed.
Delta’s CEO Ed Bastian released a statement on Sunday reflecting on 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 highlighted that Delta utilizes a substantial number of applications reliant on Microsoft Windows, including tools for tracking crew assignments that were unable to manage the disruptions caused by the system failure. In response to the unfolding situation, Delta has implemented a travel waiver allowing customers to change their flights without fees, along with offering meal vouchers, hotel accommodations, and transportation assistance.