The U.S. Department of Transportation is currently investigating Delta Air Lines to ensure the airline is meeting consumer care standards, following a series of flight cancellations after a global technology outage last week.
Secretary of Transportation Pete Buttigieg emphasized the passengers’ rights to fair treatment in a social media statement, noting that his department has received numerous complaints regarding Delta’s response to the disruptions caused by the outage.
Delta, based in Atlanta, has faced significant operational challenges following a problematic software update from cybersecurity firm CrowdStrike that took place late Thursday. This update malfunctioned, severely affecting Microsoft’s Windows operating systems and leaving many corporate users without access, often experiencing the notorious “Blue Screen of Death.”
The tech mishap cascaded across nearly every major industry, severely impacting healthcare providers, logistics companies, retailers, and financial institutions. Airlines, in particular, were among the hardest hit; on Friday alone, over 46,000 flights experienced delays, with 5,171 being canceled, according to FlightAware, with Delta suffering the most disruptions.
Delta Aircraft reported canceling approximately 3,500 flights on Friday and Saturday. The airline canceled more than 2,500 flights over Sunday and Monday, with an additional 3,441 delays noted. On Tuesday alone, FlightAware reported 738 flights either canceled or delayed.
Delta CEO Ed Bastian expressed regret for the disruptions in a statement, noting that canceling flights is always a last resort. He extended an apology to affected travelers, reaffirming Delta’s commitment to connecting the world, and recognizing the challenges posed by travel disruptions.
Bastian explained that Delta relies on numerous applications powered by Microsoft Windows, including a crucial crew-tracking tool that was impeded by the system failure. In response, Delta has implemented a travel waiver allowing customers to change their flights at no extra cost, along with offering meal vouchers, hotel accommodations, and transportation support.