The Department of Transportation is investigating Delta Air Lines to ensure consumer rights are being upheld as the airline continues to cancel flights following a significant global tech outage last week.
Secretary of Transportation Pete Buttigieg emphasized on social media that “all airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” He mentioned that his department received “hundreds of complaints” regarding Delta’s handling of the situation.
Delta, based in Atlanta, has faced challenges in restoring operations after a problematic software update by cybersecurity firm CrowdStrike affected businesses worldwide. This update caused defects in Microsoft’s Windows operating systems, leaving many corporate users without access to essential systems and some even experiencing the notorious “Blue Screen of Death.”
The incident cascaded through nearly every major industry, severely impacting healthcare providers, delivery services, retail businesses, and financial institutions. Airlines and airports were particularly hard hit; on Friday alone, over 46,000 flights were delayed, and another 5,171 were canceled, as reported by FlightAware, with Delta bearing the brunt of the disruptions.
Delta announced it had canceled approximately 3,500 flights over the weekend, followed by more than 2,500 cancellations on Sunday and Monday, along with another 3,441 delays. On Tuesday, FlightAware reported that 738 flights were again canceled or delayed.
In a statement on Sunday, Delta CEO Ed Bastian expressed regret, 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 also noted that Delta relies on numerous applications utilizing Microsoft Windows, including a tool for crew tracking that was affected by the system shutdown. In response to the disruptions, Delta has implemented a travel waiver allowing customers to change their flights at no charge, as well as providing meal vouchers, hotel accommodations, and transportation.