The Department of Transportation is currently investigating Delta Air Lines to ensure the airline is adequately addressing consumer needs amid ongoing flight cancellations following a significant 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 “hundreds of complaints” regarding Delta’s response to the technology failures.
Delta, headquartered in Atlanta, has faced challenges in resuming normal operations days after a problematic software update from cybersecurity firm CrowdStrike impacted systems worldwide last Thursday. An issue in the update affected Microsoft’s Windows operating systems, leaving numerous corporate users without access and some encountering the infamous “Blue Screen of Death.”
The incident caused disruptions across various sectors, including healthcare, delivery services, retail, and finance. However, the airline industry was particularly hard hit, with more than 46,000 flight delays and 5,171 cancellations reported on Friday alone, according to FlightAware. Delta was the most affected airline.
On Friday and Saturday, Delta canceled around 3,500 flights. Following that, the airline canceled over 2,500 flights on Sunday and Monday, along with delaying an additional 3,441 flights. On Tuesday alone, FlightAware reported 738 cancellations or delays.
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 also mentioned that Delta relies heavily on Microsoft Windows for numerous applications, including those related to crew tracking, which struggled to adjust following the system disruption. In response, Delta has implemented a travel waiver allowing customers to change their flights without any charges and is providing meal vouchers, hotel accommodations, and transportation assistance.