The Department of Transportation is currently investigating Delta Air Lines to ensure that the airline is providing proper customer care amidst ongoing flight cancellations following a global tech outage from last week.
Transportation Secretary Pete Buttigieg emphasized on social media that all airline passengers have the right to fair treatment, and he aims to uphold this principle. He noted that the department has received “hundreds of complaints” regarding Delta’s response to the recent outages.
Delta, based in Atlanta, has faced challenges in returning to normal operations after a flawed software update by cybersecurity firm CrowdStrike caused widespread disruptions. This update affected Microsoft’s Windows operating systems, leaving many users unable to access their systems and facing issues like the infamous “Blue Screen of Death.”
The incident impacted numerous sectors, including healthcare, delivery services, retail, and finance, with the airline industry particularly hard hit. On Friday alone, over 46,000 flights were delayed, and another 5,171 were canceled, according to FlightAware, with Delta experiencing the most significant disruptions.
Delta canceled around 3,500 flights over Friday and Saturday, followed by more than 2,500 cancellations and 3,441 delays on Sunday and Monday. As of Tuesday, 738 flights have also been canceled or delayed.
Delta CEO Ed Bastian expressed regret about the situation, stating that canceling flights is a last resort and not taken lightly. He apologized to all affected travelers and acknowledged the difficulties caused by travel disruptions.
Bastian mentioned that Delta relies on a substantial number of applications utilizing Microsoft Windows, including a crew tracking system that was unable to function due to the shutdown. The airline has provided a travel waiver that permits customers to change their flights at no cost, along with offering meal vouchers, hotel accommodations, and transportation assistance.