The Department of Transportation is conducting an investigation into Delta Air Lines to ensure it is adequately addressing consumer issues following a series of flight cancellations linked to a global technology outage last week.
Transport Secretary Pete Buttigieg expressed on social media that all airline passengers deserve fair treatment and pledged to uphold this right. He noted that the department had received “hundreds of complaints” regarding Delta’s response to the technical disruptions.
Delta Air Lines, headquartered in Atlanta, has faced challenges in getting back to normal operations after a flawed software update from cybersecurity firm CrowdStrike on Thursday caused widespread issues. This update negatively affected Microsoft’s Windows operating systems, leaving many businesses unable to access their systems and, in some instances, encountering the infamous “Blue Screen of Death.”
The incident impacted nearly every major sector, including healthcare, delivery services, retail, and finance, but airlines and airports were severely affected. On Friday, over 46,000 flights experienced delays, and 5,171 were canceled, according to FlightAware, with Delta being the most affected airline.
Delta reported that approximately 3,500 flights were canceled over Friday and Saturday. The following days saw the cancellation of more than 2,500 flights on Sunday and Monday, along with an additional 3,441 delays. By Tuesday, there had already been 738 canceled or delayed flights.
CEO Ed Bastian apologized to affected travelers, stating, “Canceling a flight is always a last resort and something we don’t take lightly.” He emphasized Delta’s commitment to connecting people and acknowledged the difficulties caused by travel disruptions.
Bastian explained that Delta relies on a considerable number of applications using Microsoft Windows, including crucial tools for crew tracking that were unable to handle the changes due to the system failure. In response, Delta has implemented a travel waiver allowing customers to change flights for free, along with offering meal vouchers, hotel accommodations, and transportation.