The Department of Transportation is currently investigating Delta Air Lines to ensure the company is adequately assisting consumers amid ongoing flight cancellations following a significant global tech outage last week.
Transportation Secretary Pete Buttigieg emphasized on social media that “all airline passengers have the right to be treated fairly,” and pledged to uphold those rights, noting that the department had received “hundreds of complaints” regarding Delta’s response to the outages.
Delta, based in Atlanta, has been struggling to resume regular operations following a problematic software update from cybersecurity firm CrowdStrike that occurred late last Thursday. This update negatively impacted Microsoft’s Windows operating systems, causing widespread access issues for corporate users and, in some cases, triggering the infamous “Blue Screen of Death.”
The fallout from the incident was felt across nearly every major industry, including healthcare, delivery services, retail, and finance. Airlines and airports faced some of the worst disruptions; on Friday alone, over 46,000 flights were delayed while more than 5,171 were canceled, with Delta being disproportionately affected.
In total, Delta reported canceling approximately 3,500 flights on Friday and Saturday. The airline subsequently canceled over 2,500 flights on Sunday and Monday, in addition to delaying another 3,441 flights. On Tuesday, they recorded 738 additional flight cancellations or delays.
Delta CEO Ed Bastian expressed regret in a Sunday statement, saying, “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 that arise when travel plans are disrupted, given that Delta’s primary mission is to connect people worldwide.
Bastian noted that Delta relies on a substantial number of applications utilizing Microsoft Windows, including a tool for tracking crew logistics that was hindered by the system outages. In response to the disruptions, Delta has implemented a travel waiver allowing customers to change their flights at no additional cost and has provided meal vouchers, hotel accommodations, and transportation options.