The Department of Transportation has launched an investigation into Delta Air Lines to ensure the airline is fulfilling its obligations to consumers amid ongoing flight cancellations following a major global tech outage last week.
Transport Secretary Pete Buttigieg emphasized the rights of airline passengers, stating, “All airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” This statement came as his department reported receiving “hundreds of complaints” regarding Delta’s handling of the situation.
Delta, headquartered in Atlanta, has faced significant challenges in restoring operations after a problematic software update implemented by cybersecurity company CrowdStrike affected businesses globally. The update created issues for Microsoft’s Windows operating systems, causing corporate users to experience significant disruptions.
The tech outage had widespread repercussions across numerous industries, including healthcare, delivery services, retail, and finance. Among the hardest hit were airlines, with over 46,000 flight delays and 5,171 cancellations reported on Friday alone, according to FlightAware, with Delta bearing the brunt of the impact.
Delta disclosed that it canceled approximately 3,500 flights over the weekend and an additional 2,500 flights on Sunday and Monday, along with more than 3,400 delays. On Tuesday, 738 flights were either canceled or delayed.
Delta CEO Ed Bastian acknowledged the difficulty of the situation, 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. Delta is in the business of connecting the world, and we understand how difficult it can be when your travels are disrupted.”
He mentioned that Delta relies on numerous applications that operate on Microsoft Windows, including those used for tracking crew schedules, which were hindered by the system shutdown. In response, Delta has offered a travel waiver allowing customers to change their flights at no charge, alongside meal vouchers, hotel accommodations, and transportation assistance.