The Department of Transportation is currently investigating Delta Air Lines to ensure customer care amidst ongoing flight cancellations following a recent global technology outage.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for airline passengers, stating, “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 numerous complaints regarding Delta’s handling of the situation.
Delta, based in Atlanta, has struggled to return to normal operations following a software update issue from cybersecurity firm CrowdStrike, which occurred late on Thursday and affected numerous global businesses. A defect in the update impacted Microsoft’s Windows operating systems, disrupting access for corporate users and leading to significant operational issues, including the notorious “Blue Screen of Death.”
The outage had a widespread effect on various industries, notably in healthcare, delivery services, retail, and finance. Airlines, however, experienced some of the most severe disruptions. On Friday alone, over 46,000 flights were delayed and 5,171 were canceled, according to FlightAware, with Delta facing the greatest impact.
Delta reported around 3,500 flight cancellations over Friday and Saturday, with more than 2,500 flights canceled on Sunday and Monday, alongside an additional 3,441 delay incidents. By Tuesday, the situation continued to be problematic, with 738 flights either canceled or delayed.
Delta CEO Ed Bastian expressed regret over the disruptions, 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.”
He explained that Delta relies on numerous applications that use Microsoft Windows, including essential tools for crew tracking, which were unable to adapt to the unexpected system shutdown. In response to the challenges, Delta has implemented a travel waiver allowing customers to make flight changes at no cost, along with providing meal vouchers, hotel accommodations, and transportation assistance.