The Department of Transportation is looking into Delta Air Lines to ensure it is adequately addressing customer needs following a wave of flight cancellations linked to a recent global technology outage. Secretary of Transportation Pete Buttigieg emphasized the importance of passenger rights, stating on social media that he would ensure these rights are upheld, particularly after his department received numerous complaints regarding Delta’s response to the disruptions.
Delta Air Lines, headquartered in Atlanta, has struggled to get back to normal operations after a problematic software update by cybersecurity firm CrowdStrike affected businesses internationally. This update led to issues with Microsoft’s Windows operating systems, preventing corporate users from accessing their systems and, in some instances, resulting in the dreaded “Blue Screen of Death.”
The incident impacted nearly every major industry, notably healthcare services, delivery companies, retailers, and financial institutions, but airlines and airports were particularly hard hit. Over 46,000 flights were delayed, and more than 5,171 were canceled on Friday alone, according to FlightAware. Delta was one of the hardest-hit airlines, canceling around 3,500 flights on Friday and Saturday, with more than 2,500 additional cancellations recorded on Sunday and Monday, along with 3,441 delays. By Tuesday, the airline had canceled or delayed 738 flights.
Delta CEO Ed Bastian expressed regret in a statement, emphasizing that canceling flights is always a last resort. He acknowledged the challenges faced by travelers due to these disruptions and assured customers of the company’s commitment to connecting the world. Bastian noted that Delta relies on a substantial number of applications running on Microsoft Windows, including critical tools for crew tracking that were affected by the outage. In response to the situation, Delta is offering a travel waiver for customers to change their flights at no cost, along with meal vouchers, hotel accommodations, and transportation options.