The Department of Transportation has launched an investigation into Delta Air Lines to ensure the airline is adequately responding to consumer needs after it has been forced to cancel numerous flights due to a global tech outage last week.
Transportation Secretary Pete Buttigieg stated on social media that all airline passengers deserve fair treatment, pledging to uphold that right. He noted that his department has received “hundreds of complaints” regarding Delta’s handling of the situation following the technology failures.
Delta Air Lines, based in Atlanta, has faced challenges in restoring full operations following a problematic software update from cybersecurity firm CrowdStrike late Thursday. This software issue affected Microsoft’s Windows operating systems globally, preventing many corporate users from accessing their systems, with some experiencing the “Blue Screen of Death.”
The tech incident impacted multiple industries, including healthcare, delivery services, retail, and finance, but airlines and airports bore the brunt of the disruptions. On Friday alone, more than 46,000 flights were delayed and 5,171 were canceled, according to FlightAware, with Delta being the most affected airline.
Delta reported canceling around 3,500 flights over Friday and Saturday. The airline called off more than 2,500 flights on Sunday and Monday, alongside 3,441 delays. As of Tuesday, FlightAware noted that 738 flights had been canceled or delayed.
CEO Ed Bastian expressed regret over the situation, stating that canceling a flight is a last resort for the airline. He apologized to customers affected by the travel disruptions and emphasized Delta’s commitment to connecting the world.
Bastian explained that a considerable number of Delta’s applications rely on Microsoft Windows, including a critical tool for crew tracking, which couldn’t process necessary changes due to the system shutdown. In response, Delta has implemented a travel waiver, allowing customers to change their flights without charge, as well as providing meal vouchers, hotel accommodations, and transportation.