The Department of Transportation is conducting an investigation into Delta Air Lines to ensure the airline is adequately addressing consumer issues following a series of canceled flights related to a global technology outage last week.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for airline passengers in a statement on social media on Tuesday. He noted that his department had received “hundreds of complaints” regarding Delta’s response to the recent tech disruptions.
Delta, headquartered in Atlanta, has faced challenges in resuming normal operations following a problematic software update from cybersecurity firm CrowdStrike that occurred late Thursday. This update adversely affected Microsoft’s Windows operating systems, leaving many corporate users struggling with accessibility issues, including the notorious “Blue Screen of Death.”
The incident caused widespread disruption across various major industries, including healthcare, logistics, retail, and finance. Airlines experienced significant issues, with more than 46,000 flight delays and 5,171 cancellations reported on Friday alone, according to FlightAware. Delta was particularly impacted.
The airline canceled approximately 3,500 flights over Friday and Saturday, with more than 2,500 additional cancellations reported on Sunday and Monday, along with over 3,400 delays. As of Tuesday, FlightAware reported that 738 flights had already been either canceled or delayed.
Delta CEO Ed Bastian expressed regret over the situation, stating, “Canceling a flight is always a last resort, and something we don’t take lightly. I want to apologize to every one of you who have 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 explained that a significant number of Delta’s applications rely on Microsoft Windows, including a tool for crew tracking that was unable to manage the changes due to the system failure. In response, Delta has implemented a travel waiver allowing customers to change their flights without charge and is providing meal vouchers, hotel accommodations, and transportation assistance.