The Department of Transportation is examining Delta Air Lines to ensure the airline is adequately addressing consumer concerns following a wave of flight cancellations that stemmed from a global technical outage last week.
Transportation Secretary Pete Buttigieg emphasized on social media that all airline passengers deserve fair treatment and he intends to uphold that principle. He noted that his department had received “hundreds of complaints” regarding Delta’s response to the recent outages.
Delta Air Lines, based in Atlanta, has encountered substantial challenges in restoring its operations following a problematic software update from cybersecurity company CrowdStrike that occurred late Thursday. This update affected Microsoft’s Windows operating systems, disrupting access for numerous corporate users, some of whom experienced the infamous “Blue Screen of Death.”
The incident had widespread repercussions, impacting nearly every major industry, including healthcare, delivery services, retail, and financial organizations. Airlines, particularly Delta, faced severe disruptions. On Friday, alone, over 46,000 flights were delayed, and an additional 5,171 were canceled, according to FlightAware data.
Delta reported canceling around 3,500 flights over the weekend, with more than 2,500 flights grounded on Sunday and Monday, alongside 3,441 delays. As of Tuesday, the airline had already seen 738 flights canceled or delayed.
In a statement on Sunday, 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 who has been impacted by these events. Delta is in the business of connecting the world, and we recognize the difficulty of travel interruptions.”
Bastian explained that Delta relies heavily on Windows-based applications, including a critical crew tracking tool, which could not manage adjustments due to the system failure. To assist affected customers, Delta has introduced a travel waiver allowing free flight changes, along with meal vouchers, hotel accommodations, and transportation options.