The Department of Transportation is conducting an investigation into Delta Air Lines to ensure consumer protections are being upheld amid ongoing flight cancellations following a global tech outage last week.
Secretary of Transportation Pete Buttigieg emphasized on social media that all airline passengers deserve fair treatment and that he will ensure this right is maintained. He noted that his department has received “hundreds of complaints” related to Delta’s response to the technological disruptions.
Delta, based in Atlanta, has faced challenges in restoring full operations after a problematic software update by cybersecurity firm CrowdStrike late Thursday, which affected numerous businesses globally. A flaw in the update impacted Microsoft’s Windows operating systems, resulting in corporate users experiencing significant access issues, including the dreaded “Blue Screen of Death.”
The incident has had a widespread impact across various industries, such as healthcare providers, delivery services, retailers, and financial institutions, with airlines suffering particularly severe disruptions. On Friday alone, over 46,000 flights were delayed, and an additional 5,171 were canceled, according to FlightAware. Delta Airlines experienced the most substantial impact.
The airline reported canceling about 3,500 flights on Friday and Saturday, followed by over 2,500 cancellations on Sunday and Monday, alongside 3,441 delays. By Tuesday, 738 flights had also been affected.
Delta CEO Ed Bastian issued an apology for the disruptions, stating that canceling flights is a last resort and is not taken lightly. He acknowledged the difficulties faced by travelers during these challenges, affirming that Delta is committed to connecting the world.
Bastian noted that Delta relies heavily on several Microsoft Windows applications, including tools for tracking crew, which were unable to adapt due to the system failures. In response to the situation, Delta has introduced a travel waiver, allowing customers to change their flights without fees, as well as providing meal vouchers, hotel accommodations, and transportation options.