The Department of Transportation is investigating Delta Air Lines to ensure that the airline is adequately addressing consumer rights amid a wave of flight cancellations following a global technology outage last week.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for airline passengers, stating on social media, “All airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” He noted that his department had received “hundreds of complaints” regarding Delta’s response to the tech issues.
Delta, based in Atlanta, has been struggling to restore full operations after a faulty software update administered by cybersecurity firm CrowdStrike disrupted businesses worldwide last Thursday. This issue resulted in a defect affecting Microsoft’s Windows operating systems, leaving many corporate users without access, and some experienced the notorious “Blue Screen of Death.”
The disruption impacted nearly every major industry, including healthcare, delivery services, retail, and financial sectors. Airlines and airports were particularly hard hit; on Friday alone, over 46,000 flights were delayed and 5,171 were canceled, according to FlightAware, with Delta being affected the most significantly.
Delta reported canceling about 3,500 flights over the weekend and, according to FlightAware data, over 2,500 additional flights were canceled on Sunday and Monday, with 3,441 delayed. By Tuesday, there were already 738 flights that faced cancellations or delays.
Delta CEO Ed Bastian acknowledged the challenges, 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.”
Bastian added that Delta relies heavily on Microsoft Windows for a “significant number of applications,” including tools for crew tracking that were unable to adapt to changes caused by the system failure. In response, Delta has implemented a travel waiver allowing customers to change flights without charge, as well as providing meal vouchers, hotel accommodations, and transportation.