The Department of Transportation is examining Delta Air Lines to ensure it is adequately addressing consumer concerns following a series of flight cancellations triggered by a global tech outage last week.
Secretary of Transportation Pete Buttigieg stated on social media that “all airline passengers deserve fair treatment, and I will ensure that right is upheld.” He noted that his department has received “hundreds of complaints” regarding Delta’s response to the outages.
Delta, headquartered in Atlanta, has faced challenges in restoring full operations after a flawed software update by cybersecurity firm CrowdStrike caused significant disruptions worldwide. This update impacted Microsoft’s Windows operating systems, leaving many corporate users unable to access their systems, leading to notorious errors such as the “Blue Screen of Death.”
The incident affected a broad range of industries, including healthcare, logistics, retail, and finance. Airlines experienced some of the most severe repercussions; on a single day, over 46,000 flights were delayed, and approximately 5,171 were canceled, according to FlightAware. Delta was particularly hard hit.
The airline canceled around 3,500 flights on Friday and Saturday alone. On Sunday and Monday, it canceled more than 2,500 flights and delayed another 3,441. On Tuesday, FlightAware reported 738 cancellations or delays.
Delta CEO Ed Bastian expressed regret for the disruptions, emphasizing that canceling flights is always a last resort. He stated, “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 mentioned that Delta relies on several applications that utilize Microsoft Windows, including tools for crew tracking that were unable to adapt to the system shutdown. In response, Delta has implemented a travel waiver allowing customers to change their flights at no cost, along with providing meal vouchers, hotel accommodations, and transportation.