The Department of Transportation is conducting an investigation into Delta Air Lines to ensure that the airline is adequately addressing consumer concerns amid a series of flight cancellations resulting from a global tech outage experienced last week.
Secretary of Transportation Pete Buttigieg emphasized the importance of fair treatment for all airline passengers, announcing on social media that his department had received “hundreds of complaints” regarding Delta’s response to the situation.
Delta, headquartered in Atlanta, has faced challenges in fully restoring its operations following a faulty software update from cybersecurity firm CrowdStrike, which occurred late Thursday. This update inadvertently affected Microsoft’s Windows operating systems and caused widespread disruptions for corporate users, some of whom encountered the notorious “Blue Screen of Death.”
The outage had a ripple effect across multiple sectors, impacting healthcare providers, delivery services, retailers, and financial institutions. However, the airline industry felt the brunt of the disruption, with FlightAware reporting over 46,000 flight delays and approximately 5,171 cancellations on Friday alone, with Delta bearing the most significant impact.
On Friday and Saturday, Delta canceled around 3,500 flights. The airline continued to experience issues, canceling over 2,500 flights on Sunday and Monday and reporting an additional 3,441 delays. As of Tuesday, FlightAware indicated that 738 flights had been canceled or delayed.
Delta CEO Ed Bastian issued an apology to affected passengers, stating, “Canceling a flight is always a last resort, and something we don’t take lightly. Delta is in the business of connecting the world, and we understand how difficult it can be when your travels are disrupted.”
Bastian pointed out that Delta relies on a significant number of applications that operate on Microsoft Windows, including tools essential for crew tracking, which were unable to function due to the system failures. To support its customers, Delta has introduced a travel waiver allowing passengers to change their flights without additional fees, and is also providing meal vouchers, hotel accommodations, and transportation options.