The Department of Transportation is currently probing Delta Air Lines to ensure the airline is adequately addressing consumer rights following a series of flight cancellations stemming from last week’s global technical outage.
In a social media statement, Secretary of Transportation Pete Buttigieg emphasized that all airline passengers are entitled to fair treatment, vowing to uphold that right. His remarks came after reports of “hundreds of complaints” regarding Delta’s handling of the situation.
Delta, based in Atlanta, has encountered significant challenges in resuming regular operations following a problematic software update executed by cybersecurity firm CrowdStrike. This update, which began affecting clients last Thursday, caused issues with Microsoft’s Windows operating systems, disrupting access for many corporate users and leading to widespread issues including the infamous “Blue Screen of Death.”
The global incident impacted nearly every major sector, with healthcare providers, delivery services, retailers, and financial institutions all feeling the pinch. Airlines, however, faced some of the worst repercussions: More than 46,000 flights were delayed and 5,171 canceled on Friday alone, as reported by FlightAware, with Delta experiencing the most significant disruptions.
Delta announced the cancellation of approximately 3,500 flights across its network on Friday and Saturday, with over 2,500 additional flights canceled on Sunday and Monday. Furthermore, another 3,441 flights experienced delays during the same period. By Tuesday, the airline had already reported canceling or delaying 738 flights.
Delta CEO Ed Bastian expressed regret over the situation, stating that canceling flights is a last resort and not a decision the company takes lightly. “I want to apologize to everyone who has been impacted by these events,” Bastian stated. He acknowledged that Delta’s operations rely heavily on Microsoft Windows applications, including tools vital for tracking crew movements, which were affected by the tech disruptions. To assist customers, Delta has implemented a travel waiver allowing travelers to change their flights without charge, in addition to providing meal vouchers, hotel accommodations, and transportation options.