The Department of Transportation is currently investigating Delta Air Lines to assess the airline’s handling of consumer rights amid ongoing flight cancellations following a recent global technology outage.
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Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for airline passengers, stating on social media that he would ensure these rights are protected. He noted that his department had received “hundreds of complaints” regarding Delta’s response to the recent tech issues.
Delta Air Lines, based in Atlanta, has faced significant challenges in resuming normal operations after a software update from cybersecurity firm CrowdStrike on Thursday disrupted various businesses globally. The faulty update affected Microsoft’s Windows operating systems, leaving many corporate users unable to access their systems and experiencing the notorious “Blue Screen of Death.”
The outage had widespread repercussions, impacting numerous sectors, including healthcare, delivery services, retail, and finance. Airlines were particularly hard hit; on Friday alone, over 46,000 flights were delayed, and approximately 5,171 were canceled, as reported by FlightAware, with Delta bearing the brunt of the disruptions.
The airline canceled roughly 3,500 flights on Friday and Saturday, with reports indicating more than 2,500 cancellations on Sunday and Monday, along with 3,441 delays. As of Tuesday, around 738 flights have already been canceled or delayed.
Delta CEO Ed Bastian issued an apology on Sunday, acknowledging the challenges faced by travelers. He stated, “Canceling a flight is always a last resort, and something we don’t take lightly. 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 a considerable number of applications that operate on Microsoft Windows, including tools for tracking crew members, which were affected by the system shutdown. In response to the cancellations, Delta has implemented a travel waiver allowing customers to change their flights at no additional cost and is providing meal vouchers, complimentary hotel accommodations, and transportation options.