The Department of Transportation is examining Delta Air Lines to ensure it is properly addressing consumer concerns following a series of flight cancellations triggered by a global tech outage last week.
Secretary of Transportation Pete Buttigieg emphasized on social media that all airline passengers deserve fair treatment, pledging to uphold this right. He mentioned that his department had received hundreds of complaints regarding Delta’s response to the outages.
Delta, headquartered in Atlanta, has faced challenges in restoring operations after a flawed software update by cybersecurity firm CrowdStrike disrupted businesses globally. Problems from this update affected Microsoft’s Windows systems, leaving corporate users struggling with accessibility issues, including encountering the notorious “Blue Screen of Death.”
The incident had widespread repercussions across numerous sectors, including healthcare, logistics, retail, and finance, but the airline industry experienced particularly severe disruptions. On Friday, over 46,000 flights were delayed and more than 5,171 were canceled, according to data from FlightAware, with Delta experiencing the most significant impact.
Delta reported canceling approximately 3,500 flights on Friday and Saturday, and subsequent cancellations included over 2,500 flights on Sunday and Monday, along with nearly 3,441 delays. As of Tuesday, the airline had already canceled or delayed 738 flights.
Delta CEO Ed Bastian expressed regret in a statement, explaining that canceling flights is a last resort and not taken lightly. He acknowledged the difficulties faced by travelers whose plans have been disrupted, stating, “Delta is in the business of connecting the world.”
Bastian noted that Delta relies on numerous applications that depend on Microsoft Windows, including tools for crew tracking that were hampered by the system shutdown. In response to the disruptions, Delta announced a travel waiver allowing customers to change flights without penalty, as well as offering meal vouchers, hotel accommodations, and transportation assistance.