The Department of Transportation has launched an investigation into Delta Air Lines to ensure that the airline is properly addressing consumer concerns following a series of flight cancellations due to a recent global technology outage.
Transportation Secretary Pete Buttigieg emphasized on social media that all airline passengers deserve fair treatment and pledged to uphold that right. His comments follow reports of hundreds of complaints regarding Delta’s response to the recent tech issues.
Delta Air Lines, based in Atlanta, has been facing challenges in restoring its operations days after a problematic software update from cybersecurity company CrowdStrike caused widespread disruptions. This update affected Microsoft’s Windows operating systems, leaving numerous corporate clients unable to access their systems and, in some instances, facing the infamous “Blue Screen of Death.”
Nearly every major sector experienced ramifications from this incident, including healthcare providers, delivery services, retailers, and financial institutions. Airlines and airports were particularly struck, with over 46,000 flight delays and more than 5,171 cancellations reported on Friday alone, as stated by FlightAware. Delta was the airline most significantly affected.
On Friday and Saturday, Delta canceled approximately 3,500 flights. The airline reported canceling over 2,500 flights on Sunday and Monday, along with 3,441 delays. As of Tuesday, it had already canceled or delayed 738 flights.
Delta CEO Ed Bastian expressed regret in a statement on Sunday, stating, “Canceling a flight is always a last resort, and something we don’t take lightly. I want to apologize to everyone impacted by these events. Delta is in the business of connecting the world, and we understand how difficult it is when your travels are disrupted.”
Bastian noted that Delta relies heavily on several applications that utilize Microsoft Windows, including a tool for tracking crew members which failed to adapt due to the system shutdown. To assist affected customers, Delta has implemented a travel waiver allowing free flight changes, along with providing meal vouchers, hotel accommodations, and transportation options.