The U.S. Department of Transportation has launched an investigation into Delta Air Lines to ensure consumer rights are being upheld following a series of flight cancellations attributed to a global tech outage.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for airline passengers in a social media statement, noting that his department has received numerous complaints about Delta’s response to the incident.
Delta, headquartered in Atlanta, has faced significant operational challenges since a faulty software update by cybersecurity firm CrowdStrike affected businesses worldwide. The update caused issues with Microsoft’s Windows operating systems, disrupting access for corporate users and leading to widespread operational difficulties, including the infamous “Blue Screen of Death.”
The incident had a far-reaching impact across various sectors, notably affecting healthcare, delivery services, retail, and finance, but airlines and airports faced the brunt of the disruptions. On a single day, Friday, over 46,000 flights were delayed and more than 5,000 canceled, according to FlightAware, with Delta experiencing the most significant impact.
The airline reported cancellations of about 3,500 flights over Friday and Saturday, followed by more than 2,500 cancellations and nearly 3,500 delays on Sunday and Monday. As of Tuesday, FlightAware reported 738 additional cancellations or delays.
Delta CEO Ed Bastian expressed regret for the inconveniences faced by passengers, stating that canceling flights is a last resort. He highlighted the crucial role that a number of applications, reliant on Microsoft Windows, played in the disruptions, particularly a tool for crew tracking that could not adjust to the system failures. In response, Delta has issued a travel waiver allowing customers to change flights free of charge and is providing meal vouchers, hotel accommodations, and transportation options for affected travelers.