The U.S. Department of Transportation is currently investigating Delta Air Lines, focusing on the airline’s handling of customer service after it canceled numerous flights following a global technology outage last week. Secretary of Transportation Pete Buttigieg emphasized that all airline passengers are entitled to fair treatment, and he intends to uphold that right. His remarks came in response to the numerous complaints his department has received regarding Delta’s operations.
The Atlanta-based airline faced significant difficulties following a flawed software update by cybersecurity firm CrowdStrike, which occurred late last Thursday. This incident caused widespread issues, including problems with Microsoft’s Windows operating systems affecting a variety of businesses globally. Major sectors including healthcare, retail, and finance were impacted, but airlines suffered the most disruption, with over 46,000 flight delays and more than 5,171 cancellations reported on just one day, according to FlightAware.
Delta experienced substantial cancellations during this timeframe, with approximately 3,500 flights canceled on Friday and Saturday alone. The airline reportedly canceled over 2,500 flights on Sunday and Monday and faced additional delays. By Tuesday, FlightAware indicated that the disruption continued, with 738 flights either canceled or delayed.
Delta CEO Ed Bastian expressed regret for the upheaval, stating that flight cancellations are a last resort and apologizing to affected travelers. He explained that the airline heavily relies on Microsoft Windows for many operational applications, including crucial tools for tracking crew members, which were rendered inoperable due to the outage. To alleviate the burden on customers, Delta is offering a travel waiver, allowing passengers to change their flights without penalty, alongside providing meal vouchers, hotel accommodations, and transportation options.
These efforts signify Delta’s commitment to service recovery amid the unfortunate technological challenges. With the ongoing investigation by the Department of Transportation, there is hope for a more robust support system for airline passengers in the future, ensuring that such incidents are addressed effectively and fairly.