The Department of Transportation is currently investigating Delta Air Lines to ensure the airline is adequately addressing consumer concerns following a series of flight cancellations due to a global technology outage last week.
Transportation Secretary Pete Buttigieg voiced his commitment to passenger rights on social media Tuesday, stating, “All airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” Buttigieg noted that his office has received “hundreds of complaints” regarding Delta’s handling of the situation in the aftermath of the tech failures.
Delta, based in Atlanta, is still working to fully restore operations following a problematic software update from cybersecurity firm CrowdStrike. This update adversely affected Microsoft’s Windows operating systems, leading to significant disruptions across various industries, including healthcare, retail, and finance. Airlines were particularly hard hit, with over 46,000 flight delays and more than 5,171 cancellations reported on Friday alone. Delta suffered the most, canceling approximately 3,500 flights on Friday and Saturday, followed by an additional 2,500 cancellations on Sunday and Monday, along with over 3,400 delays. The disruption continued into Tuesday, with 738 additional flights canceled or delayed.
Delta CEO Ed Bastian addressed the flight cancellations, emphasizing that such a decision is always a last resort. He expressed sincere apologies to affected travelers, highlighting the airline’s core mission of connecting the world and understanding the challenges disruptions can cause. To assist impacted passengers, Delta has issued a travel waiver allowing customers to change their flights without charge, along with providing meal vouchers, hotel accommodations, and transportation.
Despite the challenges, Delta’s quick response through waivers and accommodations reflects a commitment to customer service. As the investigation unfolds, it is hoped that Delta will strengthen its processes and enhance the resilience of its systems to prevent future incidents, ensuring a smoother experience for travelers in the long run.