The Department of Transportation is investigating Delta Air Lines to ensure that the airline is properly addressing consumer concerns following a wave of flight cancellations that occurred after a global tech outage last week.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for all airline passengers, noting in a social media statement that his department had received “hundreds of complaints” regarding Delta’s handling of the situation.
Delta Air Lines, based in Atlanta, has been struggling to restore its operations following a problematic software update from cybersecurity firm CrowdStrike. The update, which took place late Thursday, adversely affected Microsoft’s Windows operating systems and left many corporate users unable to access their systems.
The tech issue had a widespread impact, affecting numerous industries, including healthcare, distribution, retail, and finance. Airlines, in particular, were significantly affected; on Friday alone, over 46,000 flights faced delays, and more than 5,171 were canceled, according to FlightAware, with Delta experiencing the most significant disruptions.
Delta canceled around 3,500 flights over Friday and Saturday, while more than 2,500 additional flights were canceled on Sunday and Monday, alongside 3,441 delays. By Tuesday, 738 flights had already been canceled or delayed.
In a statement, Delta CEO Ed Bastian expressed regret for the disruption caused by the cancellations, stating, “Canceling a flight is always a last resort, and something we don’t take lightly.” He acknowledged the frustration faced by passengers during these events and highlighted Delta’s commitment to connecting the world.
Bastian noted that Delta relies heavily on applications that operate on Microsoft Windows, including tools essential for tracking crew operations, which were hindered during the outage. In response, Delta has implemented a travel waiver that allows customers to change flights without penalty, along with providing meal vouchers, hotel accommodations, and transportation options.