The Department of Transportation is investigating Delta Air Lines to ensure consumer protection amidst the airline’s ongoing flight cancellations following a major global tech outage last week.
Transportation Secretary Pete Buttigieg stated on social media that all airline passengers deserve fair treatment, emphasizing his commitment to uphold their rights. He noted that his department has received “hundreds of complaints” regarding Delta’s handling of the situation.
Delta, based in Atlanta, has struggled to return to normal operations after a software update by cybersecurity firm CrowdStrike went awry late Thursday, impacting multiple businesses globally. A flaw in the update affected Microsoft’s Windows operating systems, leaving many corporate users without access to crucial systems and facing issues such as the notorious “Blue Screen of Death.”
Nearly every major sector was affected by the outage, with healthcare, delivery services, retail, and financial institutions feeling the impact, but the airline industry experienced significant disruptions. On Friday alone, more than 46,000 flights were delayed and 5,171 were canceled, according to FlightAware, with Delta enduring the most cancellations.
Delta reported canceling approximately 3,500 flights over Friday and Saturday. Over the weekend, the airline saw more than 2,500 cancellations on Sunday and Monday, alongside 3,441 delays. As of Tuesday, 738 flights had already been canceled or delayed.
In response to the situation, 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.” He acknowledged the difficulties caused to travelers who rely on the airline.
Bastian explained that Delta has a significant number of applications reliant on Microsoft Windows, including a crew tracking tool that was unable to adjust due to the system failure. The airline is providing customers with a travel waiver for free flight changes, as well as meal vouchers, hotel accommodations, and transportation options.