The Department of Transportation is looking into Delta Air Lines to ensure the airline is adequately addressing consumer concerns following a series of flight cancellations attributed to last week’s global technology outage.
Secretary of Transportation Pete Buttigieg stated on social media that “all airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” He noted that his department has received “hundreds of complaints” regarding Delta’s handling of the disruptions caused by the tech incident.
Delta Air Lines, based in Atlanta, has faced significant operational challenges following a flawed software update by the cybersecurity firm CrowdStrike, which occurred late Thursday. This update malfunction affected Microsoft’s Windows operating systems, disrupting access for many corporate users and leading to a range of issues, including the infamous “Blue Screen of Death.”
The impact of this incident was widespread, affecting a multitude of sectors such as healthcare, delivery services, retail, and finance. Airlines and airports were particularly hard hit, with over 46,000 flight delays and approximately 5,171 cancellations reported on Friday alone, according to FlightAware, with Delta experiencing the most significant disruptions.
Delta canceled around 3,500 flights on Friday and Saturday, followed by more than 2,500 cancellations and 3,441 delays over Sunday and Monday. As of Tuesday, FlightAware reported 738 ongoing cancellations or delays.
Delta CEO Ed Bastian expressed regret in a statement, saying, “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 understand how difficult it can be when your travels are disrupted.”
He explained that a considerable number of Delta’s applications rely on Microsoft Windows, including a tool for crew tracking that failed to handle the changes following the system shutdown. To assist affected travelers, Delta has introduced a travel waiver, allowing customers to change their flights without charge, in addition to providing meal vouchers, hotel accommodations, and transportation options.