The Department of Transportation is investigating Delta Air Lines to ensure the airline is adequately addressing consumer concerns following a series of flight cancellations stemming from a recent global tech outage.
Transportation Secretary Pete Buttigieg stated on social media that “all airline passengers have the right to be treated fairly,” and emphasized his commitment to upholding this right. His remarks came after the department received “hundreds of complaints” regarding Delta’s handling of the situation following the tech disruptions.
Delta, based in Atlanta, has faced challenges in resuming normal operations in the wake of a flawed software update by the cybersecurity firm CrowdStrike, which took place late Thursday. This update adversely affected Microsoft’s Windows operating systems, resulting in widespread access issues for corporate users, including the notorious “Blue Screen of Death.”
The incident had a significant impact across various sectors, including healthcare, delivery services, retail, and finance. Airlines experienced some of the most severe effects; on a single day, Friday, over 46,000 flights were delayed and 5,171 were canceled, according to FlightAware, with Delta experiencing the most disruptions.
The airline reported it canceled around 3,500 flights on Friday and Saturday, followed by more than 2,500 cancellations on Sunday and Monday, in addition to delaying 3,441 flights. On Tuesday alone, 738 flights faced cancellations or delays.
Delta CEO Ed Bastian expressed remorse in a statement, saying, “Canceling a flight is always a last resort, and something we don’t take lightly.” He acknowledged the difficulties caused by the disruptions, reaffirming Delta’s mission to connect the world.
Bastian noted that numerous Delta applications rely on Microsoft Windows, including a tool for crew tracking, which was unable to function due to the tech failure. To assist affected customers, Delta has implemented a travel waiver allowing free flight changes and is providing meal vouchers, hotel accommodations, and transportation.