The Department of Transportation is conducting an investigation into Delta Air Lines to ensure the airline is adequately addressing consumer needs after a series of flight cancellations following a global technology outage last week.
Secretary of Transportation Pete Buttigieg emphasized the importance of fair treatment for all airline passengers in a social media statement on Tuesday. He noted that the department has received “hundreds of complaints” regarding Delta’s response to the recent tech disruptions.
Delta, based in Atlanta, has faced significant challenges in restoring normal operations after a flawed software update from cybersecurity firm CrowdStrike last Thursday impacted companies worldwide. A defect in the update affected Microsoft Windows operating systems, causing major disruptions for corporate users, including the infamous “Blue Screen of Death.”
The incident impacted nearly every major industry, including healthcare, delivery services, retail, and finance, but airlines and airports experienced some of the most severe consequences. On Friday alone, over 46,000 flights were delayed, with an additional 5,171 cancellations recorded, according to FlightAware. Delta was particularly affected.
On Friday and Saturday, Delta canceled approximately 3,500 flights. The airline then scrapped more than 2,500 flights on Sunday and Monday, and delayed another 3,441 flights. The trend continued on Tuesday, with 738 flights reportedly canceled or delayed.
Delta CEO Ed Bastian expressed regret over the cancellations, stating, “Canceling a flight is always a last resort, and something we don’t take lightly.” He apologized to everyone impacted by the disruptions and reaffirmed Delta’s commitment to connecting travelers worldwide.
Bastian explained that Delta relies heavily on Microsoft Windows applications, including a crew tracking tool that was unable to adjust due to the system failure. To assist affected customers, Delta has implemented a travel waiver that allows for free flight changes, in addition to offering meal vouchers, hotel accommodations, and transportation options.