The Department of Transportation has launched an investigation into Delta Air Lines to ensure the airline is adequately addressing consumer concerns following a wave of flight cancellations linked to a recent global technology outage.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for airline passengers in a social media statement on Tuesday. He noted that his department had received “hundreds of complaints” regarding Delta’s response to the tech issues.
Delta, based in Atlanta, has faced challenges in restoring full operations after a problematic software update from cybersecurity firm CrowdStrike last Thursday affected businesses worldwide. This update caused disruptions in Microsoft’s Windows operating systems, leaving various corporate users unable to access their systems, with some encountering the notorious “Blue Screen of Death.”
The outage had widespread repercussions, impacting numerous industries, including healthcare, delivery services, retail, and finance. Airlines and airports experienced some of the most severe effects; on Friday alone, more than 46,000 flights were delayed, and 5,171 were canceled, according to data from FlightAware, with Delta being especially hard hit.
Delta reported canceling approximately 3,500 flights during Friday and Saturday, followed by over 2,500 cancellations on Sunday and Monday, along with 3,441 delays. As of Tuesday, another 738 flights had been canceled or delayed.
In a statement on Sunday, 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.”
Bastian explained that Delta relies on numerous applications that operate on Microsoft Windows, including tools for tracking crew members, which struggled to adapt to the system failures. In an effort to assist affected passengers, Delta has issued a travel waiver allowing customers to change flights at no charge and is providing meal vouchers, hotel accommodations, and transportation options.