The Department of Transportation is launching an investigation into Delta Air Lines to ensure that customer rights are being protected amid the airline’s ongoing flight cancellations following a global technology outage 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.” His comments come after the department received numerous complaints regarding Delta’s management of the situation.
Delta Air Lines, headquartered in Atlanta, has been grappling to restore its operations after a problematic software update from cybersecurity firm CrowdStrike, which occurred late last Thursday. This update inadvertently affected Microsoft’s Windows operating systems, leaving many corporate users unable to access their systems, and dealing with significant technical failures.
The impact of the incident was widespread, affecting various sectors including healthcare, delivery, retail, and finance. Airlines experienced the most significant disruptions, with FlightAware reporting over 46,000 delays and approximately 5,171 cancellations on Friday alone. Delta was particularly hard hit, canceling around 3,500 flights on Friday and Saturday, with more than 2,500 cancellations and 3,441 delays recorded on Sunday and Monday. As of Tuesday, FlightAware noted that 738 additional flights had either been canceled or delayed.
Delta’s CEO, Ed Bastian, expressed regret over the situation, stating, “Canceling a flight is always a last resort and something we don’t take lightly.” He apologized to affected travelers, reaffirming Delta’s commitment to connecting the world and acknowledging the difficulties caused by travel disruptions.
Bastian explained that a number of Delta’s applications rely on Microsoft Windows, including a critical tool for crew tracking that could not adapt due to the system failure. In response, Delta has implemented a travel waiver allowing customers to change their flights for free, and has also provided meal vouchers, hotel accommodations, and transportation options for impacted passengers.