The Department of Transportation is investigating Delta Air Lines to ensure it is addressing consumer concerns following numerous flight cancellations linked to a global technology outage last week. Secretary of Transportation Pete Buttigieg emphasized the rights of airline passengers, stating, “All airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” This follows reports of “hundreds of complaints” regarding Delta’s handling of the situation.
Delta, headquartered in Atlanta, has faced challenges in resuming normal operations after a flawed software update by cybersecurity firm CrowdStrike affected systems globally last Thursday. The error disrupted Microsoft’s Windows operating systems, leaving many corporate users without access to essential services and experiencing critical errors.
The incident had widespread consequences across various industries, including healthcare, delivery services, retail, and finance, with airlines suffering particularly severe impacts. On a single day last Friday, over 46,000 flights were delayed and around 5,171 were canceled according to FlightAware, with Delta experiencing the most significant disruptions.
Delta reported approximately 3,500 flight cancellations over Friday and Saturday, followed by over 2,500 cancellations on Sunday and Monday, along with 3,441 delays. By Tuesday, FlightAware indicated that an additional 738 flights had been impacted.
Delta CEO Ed Bastian expressed regret over the cancellations, stating, “Canceling a flight is always a last resort, and something we don’t take lightly. I want to apologize to everyone who has been affected 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 explained that Delta employs numerous applications reliant on Microsoft Windows, including tools for crew tracking, which were unable to function due to the system failure. To assist affected travelers, Delta has provided a travel waiver allowing customers to change their flights without fees, along with meal vouchers, hotel accommodations, and transport options.