The U.S. Department of Transportation is launching an investigation into Delta Air Lines to ensure the airline is adequately addressing consumer concerns following a series of flight cancellations linked to a recent global technology outage.
Transportation Secretary Pete Buttigieg expressed a commitment to fair treatment for airline passengers in a social media statement on Tuesday. He noted that the department had received “hundreds of complaints” regarding Delta’s response to the tech issues.
Delta, headquartered in Atlanta, has struggled to return to normal operations since a flawed software update by cybersecurity firm CrowdStrike last Thursday disrupted businesses worldwide. This update had a defect that affected Microsoft’s Windows operating systems, resulting in significant downtime for corporate users, with many encountering the notorious “Blue Screen of Death.”
The incident impacted nearly all major industries, including healthcare, logistics, retail, and finance, but the airline sector was particularly hard hit. On Friday alone, over 46,000 flights experienced delays, and an additional 5,171 were canceled, according to data from FlightAware. Delta was the most affected airline.
The airline reported that it canceled about 3,500 flights across its network on Friday and Saturday. It followed up with cancellations of more than 2,500 flights on Sunday and Monday, in addition to 3,441 delayed flights. By Tuesday, 738 flights had again been canceled or delayed.
Delta CEO Ed Bastian apologized to customers impacted by the disruptions, emphasizing that flight cancellations are a last resort. He acknowledged the significant reliance on Microsoft Windows in various Delta applications, particularly those related to crew tracking. In response to the travel disruptions, Delta has implemented a travel waiver allowing customers to change flights without fees, and it is providing meal vouchers, hotel accommodations, and transportation assistance.