The Department of Transportation is currently investigating Delta Air Lines to ensure that the company is properly addressing consumer rights amidst a series of flight cancellations following a major global technology outage last week.
Transportation Secretary Pete Buttigieg stated on social media Tuesday that all airline passengers are entitled to fair treatment, and he is committed to upholding this right. He noted that his department has received “hundreds of complaints” regarding Delta’s handling of the situation caused by the tech disruptions.
Delta, based in Atlanta, has faced significant operational challenges days after a problematic software update by cybersecurity firm CrowdStrike disrupted businesses worldwide. The flawed update affected Microsoft’s Windows operating systems, leaving corporate users unable to access their systems, with many experiencing the infamous “Blue Screen of Death.”
The incident had widespread repercussions across multiple industries, including healthcare, delivery services, retail, and finance, but airlines and airports were particularly hard hit. On Friday alone, over 46,000 flights were delayed and around 5,171 were canceled, according to FlightAware, with Delta experiencing the highest number of disruptions.
The airline reported canceling approximately 3,500 flights over Friday and Saturday, followed by more than 2,500 cancellations on Sunday and Monday, alongside 3,441 delays. As of Tuesday, another 738 flights had been canceled or delayed.
Delta CEO Ed Bastian addressed the situation on Sunday, emphasizing that canceling flights is always a last resort and not a decision taken lightly. He apologized to all affected passengers, noting that Delta’s mission is to connect the world and understanding the challenges of travel disruptions.
Bastian also highlighted that Delta relies heavily on Microsoft Windows for a range of applications, including a critical tool for crew tracking that was unable to adapt to the shutdown. In response to the disruptions, Delta has introduced a travel waiver allowing customers to change their flights without charge, and has provided meal vouchers, hotel accommodations, and transportation options.