The Department of Transportation is currently investigating Delta Air Lines to ensure the airline is adequately addressing consumer needs following a series of flight cancellations linked to a global tech outage that occurred last week.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for airline passengers, stating on social media that he would work to uphold those rights. He also mentioned that the department has received “hundreds of complaints” regarding Delta’s response to the recent disruptions.
Delta, headquartered in Atlanta, has been struggling to fully restore its operations following a problematic software update from cybersecurity firm CrowdStrike, which affected various businesses worldwide. This update caused issues with Microsoft’s Windows operating systems, leaving many corporate users unable to access their systems and, in some cases, experiencing the infamous “Blue Screen of Death.”
The fallout from this incident impacted nearly all major industries, including healthcare, delivery services, retail, and finance. Airlines, in particular, faced significant challenges; over 46,000 flights were delayed, and 5,171 were canceled on Friday alone, according to FlightAware, with Delta being the most severely affected.
Delta reported cancelling around 3,500 flights over Friday and Saturday, with more than 2,500 additional cancellations occurring on Sunday and Monday, alongside 3,441 delays. As of Tuesday, 738 flights had also been cancelled or delayed.
In response to the disruptions, Delta CEO Ed Bastian stated that canceling flights is always a last resort. He extended an apology to those affected, acknowledging the frustration travelers face when their plans are disrupted. Bastian noted that Delta relies heavily on applications that utilize Microsoft Windows, resulting in difficulties with a crew tracking tool that could not adapt to the system shutdown. To assist customers, Delta has implemented a travel waiver allowing free flight changes, as well as providing meal vouchers, hotel accommodations, and transportation services.