The Department of Transportation is launching an investigation into Delta Air Lines to ensure consumer protection amid a wave of flight cancellations stemming from a recent global tech outage.
Transportation Secretary Pete Buttigieg emphasized in a social media statement that “all airline passengers have the right to be treated fairly” and that he is committed to upholding this right. He noted that his department received “hundreds of complaints” regarding Delta’s handling of the situation caused by the outages.
Delta, headquartered in Atlanta, has struggled to restore normal operations following a flawed software update from cybersecurity firm CrowdStrike. The update, which took place late Thursday, affected Microsoft’s Windows operating systems and caused significant disruptions for businesses worldwide. This led to operational challenges for various industries, notably including airlines and airports.
On a single day, more than 46,000 flights were delayed and about 5,171 were canceled, with Delta experiencing the most significant impact. The airline reported canceling around 3,500 flights on Friday and Saturday, with over 2,500 more cancellations occurring on Sunday and Monday, alongside almost 3,441 delays. As of Tuesday, 738 flights were either canceled or delayed.
Delta CEO Ed Bastian stated that canceling flights is a last resort, expressing regret for those affected. He revealed that the airline relies on several applications utilizing Microsoft Windows, including a crucial crew tracking tool that could not adapt to the unexpected system shutdown. In response, Delta has implemented a travel waiver allowing customers to change flights without additional fees, as well as offering meal vouchers, hotel accommodations, and transportation options.