The Department of Transportation is looking into Delta Air Lines to ensure that the airline is meeting consumer needs as it faces ongoing flight cancellations following a significant global tech outage last week.
Transportation Secretary Pete Buttigieg stated, “All airline passengers have the right to be treated fairly, and I will make sure that right is upheld,” emphasizing that the department had received numerous complaints regarding Delta’s handling of the situation.
Delta, headquartered in Atlanta, has been struggling to return to normal operations days after a problematic software update from cybersecurity company CrowdStrike, which occurred late on Thursday and affected multiple businesses globally. A flaw in the update impacted Microsoft’s Windows operating systems, leaving many corporate users unable to access their systems, with some facing the infamous “Blue Screen of Death.”
The incident had a widespread impact across various sectors, including healthcare, delivery services, retail, and financial institutions. The airline and airport sectors were particularly hard hit, with over 46,000 flights delayed and more than 5,171 cancellations reported on Friday alone, according to FlightAware, with Delta experiencing the most disruptions.
Delta Airlines announced the cancellation of approximately 3,500 flights on Friday and Saturday. It also canceled over 2,500 flights on Sunday and Monday and delayed an additional 3,441 flights. On Tuesday alone, the airline reported 738 flights canceled or delayed.
Delta CEO Ed Bastian expressed regret for the disruptions in a statement on Sunday, 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.”
Bastian noted that Delta relies heavily on various Microsoft Windows applications, including tools for crew tracking that were unable to adapt to the changes due to the system shutdown. In response to the inconveniences, Delta has implemented a travel waiver allowing customers to change their flights at no cost, and is offering meal vouchers, hotel accommodations, and transportation assistance.