The Department of Transportation is conducting an investigation into Delta Air Lines to ensure that the airline is meeting its consumer obligations amid ongoing flight cancellations following a recent global technology outage.
Transportation Secretary Pete Buttigieg stated on social media that all airline passengers are entitled to fair treatment, and he is committed to upholding this right. He noted that the department has received hundreds of complaints regarding Delta’s response to the technical disruptions.
Delta, based in Atlanta, has encountered significant operational challenges several days after a problematic software update by cybersecurity firm CrowdStrike. This update, which was implemented on Thursday, adversely affected Microsoft’s Windows operating systems, disrupting access for corporate users and causing widespread issues including the notorious “Blue Screen of Death.”
The global incident impacted nearly every major industry, with healthcare, delivery services, retail, and finance also being affected. However, the airline industry experienced particularly severe consequences. On Friday alone, over 46,000 flights were delayed, and 5,171 were canceled, as reported by FlightAware, with Delta experiencing the most significant disruptions.
Delta revealed it had canceled around 3,500 flights on Friday and Saturday. Furthermore, the airline canceled more than 2,500 flights over Sunday and Monday, while delaying an additional 3,441 flights. On Tuesday, there were already reports of 738 canceled or delayed flights.
Delta CEO Ed Bastian expressed regret over the situation, emphasizing that canceling a flight is always a last resort. He apologized to all affected passengers, highlighting that Delta’s mission is to connect the world and acknowledging the difficulties caused by travel disruptions.
Bastian explained that Delta relies heavily on Microsoft Windows for a variety of applications, including a crucial tool for crew tracking, which could not adapt to the changes caused by the system failure. To mitigate the impact on customers, Delta has introduced a travel waiver that allows passengers to change their flights at no cost, along with offering meal vouchers, hotel accommodations, and transportation options.