The Department of Transportation is currently investigating Delta Air Lines to ensure that the company is adequately responding to consumer needs following a wave of flight cancellations resulting from a recent global technology outage.
In a statement on social media, Secretary of Transportation Pete Buttigieg emphasized, “All airline passengers have the right to be treated fairly, and I will ensure that right is upheld.” This follows reports that the department received “hundreds of complaints” regarding Delta’s handling of the situation stemming from tech outages.
Delta, which is based in Atlanta, has faced challenges in fully resuming operations after a flawed software update from cybersecurity firm CrowdStrike last Thursday impacted several businesses worldwide. This update caused issues with Microsoft’s Windows operating systems, leaving many corporate users lacking access to their systems, with some even experiencing the “Blue Screen of Death.”
The repercussions of this incident were extensive, affecting nearly every major industry including healthcare, delivery services, retail, and financial sectors. Airlines and airports were particularly hard hit; on Friday alone, over 46,000 flights faced delays, with an additional 5,171 cancellations reported by FlightAware. Delta experienced the most significant impact.
Delta canceled approximately 3,500 flights over Friday and Saturday, with more than 2,500 cancellations reported on Sunday and Monday, along with 3,441 delays. By Tuesday, FlightAware indicated that 738 flights had either been canceled or delayed.
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.” He acknowledged the critical nature of their operations in connectivity and the frustrations caused by travel disruptions.
Bastian noted that Delta relies heavily on Microsoft Windows for many applications, including a crew tracking tool that was unable to operate due to the system shutdown. In response, Delta has implemented a travel waiver allowing customers to change their flights at no cost, in addition to providing meal vouchers, hotel accommodations, and transportation options.