The U.S. Department of Transportation has initiated an investigation into Delta Air Lines to ensure the airline is adequately addressing consumer concerns following a series of flight cancellations linked to a global technology outage experienced last week.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for airline passengers, stating 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 has received “hundreds of complaints” regarding Delta’s response to the outages.
Delta, based in Atlanta, has faced significant challenges in resuming normal operations following a problematic software update from cybersecurity firm CrowdStrike, which occurred late Thursday. This update adversely affected Microsoft’s Windows operating systems, disrupting access for many corporate users and causing widespread issues, including what is commonly referred to as the “Blue Screen of Death.”
The impact of this incident was far-reaching, affecting various industries, including healthcare, logistics, retail, and finance. Airlines and airports, however, experienced some of the most severe disruptions. On Friday alone, over 46,000 flights were delayed, with an additional 5,171 cancellations reported by FlightAware. Delta was notably impacted, canceling approximately 3,500 flights over the course of Friday and Saturday. On Sunday and Monday, the airline canceled more than 2,500 flights and delayed an additional 3,441. By Tuesday, Delta had already canceled or delayed 738 flights.
Delta CEO Ed Bastian expressed regret over the cancellations, 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 explained that the airline relies on numerous applications using Microsoft Windows, including tools for crew tracking, which were unable to function due to the system failures. In response to the situation, Delta has implemented a travel waiver allowing customers to change their flights without a fee, in addition to providing meal vouchers, hotel accommodations, and transportation for those affected.