The Department of Transportation is looking into Delta Air Lines to ensure it is adequately addressing consumer needs amidst ongoing flight cancellations following a global tech outage from last week.
Transportation Secretary Pete Buttigieg emphasized on social media that airline passengers deserve fair treatment and confirmed the department has received numerous complaints about Delta’s response to the situation.
Delta Air Lines, based in Atlanta, has faced challenges in resuming its operations after a problematic software update by cybersecurity company CrowdStrike disrupted businesses globally. This update affected Microsoft’s Windows operating systems, leaving many corporate users unable to access their systems and, in some cases, encountering the infamous “Blue Screen of Death.”
The incident had widespread ramifications across various sectors, including healthcare, delivery, retail, and finance, but airlines and airports experienced some of the most significant disruptions. On Friday alone, over 46,000 flights were delayed, and about 5,171 flights were canceled, according to FlightAware, with Delta experiencing the most substantial impact.
On Friday and Saturday, Delta canceled approximately 3,500 flights and subsequently canceled over 2,500 more on Sunday and Monday, along with delaying another 3,441 flights. By Tuesday, the airline had already reported 738 flight cancellations or delays.
Delta CEO Ed Bastian acknowledged the situation in a statement, noting that canceling flights is always a last resort. He expressed remorse to those affected, stating, “Delta is in the business of connecting the world, and we understand how difficult it can be when your travels are disrupted.”
Bastian further explained that Delta utilizes several applications reliant on Microsoft Windows, including a crew tracking tool that could not process necessary changes due to the system issues. In response, Delta has implemented a travel waiver allowing customers to change flights without additional charge and offered meal vouchers, hotel accommodations, and transportation as compensation.