The Department of Transportation has launched an investigation into Delta Air Lines to ensure consumer rights are being upheld as the airline continues to face significant flight cancellations following a global tech outage last week.
Transportation Secretary Pete Buttigieg emphasized the importance of fair treatment for airline passengers in a statement on social media on Tuesday. He noted that his department has received “hundreds of complaints” regarding Delta’s response to the recent tech failures.
Delta, which is based in Atlanta, has struggled to regain normal operations several days after a problematic software update from cybersecurity firm CrowdStrike affected businesses worldwide. The update caused issues with Microsoft’s Windows operating systems, leaving many corporate users unable to access their systems and, in some instances, experiencing the notorious “Blue Screen of Death.”
The tech incident had widespread repercussions, impacting nearly every major industry, including healthcare, logistics, retail, and finance. However, the airline sector was particularly hard-hit. On Friday alone, over 46,000 flights were delayed and an additional 5,171 were canceled, according to FlightAware, with Delta suffering the most.
Delta announced the cancellation of approximately 3,500 flights on Friday and Saturday. The airline canceled more than 2,500 flights and delayed another 3,441 on Sunday and Monday, and by Tuesday, 738 more flights had also been affected.
Delta CEO Ed Bastian expressed regret over the cancellations, stating that canceling a flight is always a last resort. He apologized to all affected passengers, affirming Delta’s commitment to connecting people and acknowledging the difficulties caused by travel disruptions.
Bastian explained that Delta relies on various applications that utilize Microsoft Windows, including a tool for crew tracking that could not adapt following the system shutdown. In response to the situation, Delta has implemented a travel waiver allowing customers to change flights without a fee, along with offering meal vouchers, hotel accommodations, and transportation assistance.