The Department of Transportation is investigating Delta Air Lines to ensure proper consumer care as the airline continues to cancel flights following a global tech outage last week.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for all airline passengers, stating, “I will make sure that right is upheld.” He noted that the department has received “hundreds of complaints” regarding Delta’s response to the tech issues.
Delta, based in Atlanta, has struggled to resume normal operations following a software update mishap by cybersecurity firm CrowdStrike that occurred late Thursday, affecting businesses worldwide. This update created a flaw that impacted Microsoft’s Windows operating systems, leaving many corporate users unable to access their systems, with some experiencing the infamous “Blue Screen of Death.”
The tech incident significantly affected numerous industries, including healthcare, delivery, retail, and finance, but airlines and airports faced the brunt of the disruption. On Friday alone, over 46,000 flights were delayed and another 5,171 were canceled, as reported by FlightAware, with Delta being the most impacted.
The airline canceled approximately 3,500 flights on Friday and Saturday, followed by more than 2,500 cancellations on Sunday and Monday, along with 3,441 delays. As of Tuesday, 738 flights had been either canceled or delayed, according to FlightAware data.
Delta CEO Ed Bastian expressed his regret in a statement, explaining, “Canceling a flight is always a last resort, and something we don’t take lightly. I want to apologize to everyone affected by these events.” He highlighted that Delta relies on numerous applications that use Microsoft Windows, including a crew tracking tool that was unable to manage operational changes due to the tech issues.
To assist affected customers, Delta has implemented a travel waiver allowing free flight changes and has provided meal vouchers, hotel accommodations, and transportation options.