The Department of Transportation is currently investigating Delta Air Lines to ensure it is properly addressing consumer concerns following a series of flight cancellations linked to a global tech outage last week.
Secretary of Transportation Pete Buttigieg emphasized in a statement on social media Tuesday that all airline passengers are entitled to fair treatment, and he is committed to enforcing that principle. He mentioned that the department had received “hundreds of complaints” regarding Delta’s response to the tech issues.
Delta, based in Atlanta, has faced challenges in resuming normal operations after a failed software update by cybersecurity firm CrowdStrike disrupted businesses worldwide late Thursday. A flaw in the update affected Microsoft’s Windows operating systems, leaving many corporate users unable to access their systems and encountering the system error known as the “Blue Screen of Death.”
The incident had a widespread impact, affecting numerous sectors including healthcare, delivery services, retail, and finance. Airlines and airports were particularly hard-hit; on Friday alone, over 46,000 flights were delayed, with an additional 5,171 canceled, as reported by FlightAware. Delta experienced the most significant disruptions.
The airline announced the cancellation of around 3,500 flights during Friday and Saturday, followed by over 2,500 cancellations on Sunday and Monday, along with 3,441 delays. On Tuesday, 738 flights were either canceled or delayed.
Delta CEO Ed Bastian expressed regret in a statement on Sunday, stating, “Canceling a flight is always a last resort and not something we take lightly. I want to apologize to everyone affected by these events. Delta is dedicated to connecting the world and we understand how challenging travel disruptions can be.”
Bastian noted that Delta relies on a “significant number of applications” that utilize Microsoft Windows, including tools related to crew tracking, which were unable to function due to the system shutdown. To assist customers, Delta has implemented a travel waiver allowing for free flight changes and is also providing meal vouchers, hotel accommodations, and transportation options.