The Department of Transportation has initiated an investigation into Delta Air Lines to ensure the airline is adequately addressing consumer concerns following numerous flight cancellations linked to a global tech outage last week.
Transportation Secretary Pete Buttigieg emphasized on social media that airline passengers deserve fair treatment. He noted that his department had received “hundreds of complaints” regarding Delta’s response to the recent technology issues.
Delta, headquartered in Atlanta, has faced challenges in completely restoring operations following a problematic software update from cybersecurity firm CrowdStrike, which occurred late Thursday and affected various global businesses. This update contained a flaw impacting Microsoft’s Windows operating systems, leaving many corporate users unable to access their systems and experiencing the infamous “Blue Screen of Death.”
The tech incident had wide-reaching implications across multiple industries, including healthcare, delivery services, retail, and financial sectors. However, the airline and travel sector suffered significantly more; on Friday alone, over 46,000 flights were delayed, and another 5,171 flights were canceled, according to FlightAware, with Delta being the most affected airline.
On Friday and Saturday, Delta canceled approximately 3,500 flights, and by Sunday and Monday, the total flight cancellations exceeded 2,500, along with 3,441 delayed flights. As of Tuesday, FlightAware reported 738 flights canceled or delayed.
Delta CEO Ed Bastian stated that canceling a flight is always a last resort, expressing regret to all passengers affected by the disruptions. He acknowledged the difficulty of travel interruptions and reiterated Delta’s commitment to connecting the world.
Bastian explained that Delta relies on a “significant number of applications” that use Microsoft Windows, including a crew tracking tool that struggled to adapt following the system outage. In response to the disruptions, Delta has introduced a travel waiver allowing customers to change their flights without charges, and they are also providing meal vouchers, hotel accommodations, and transportation.