The Department of Transportation is conducting an investigation into Delta Air Lines to ensure consumer rights are being upheld as the airline continues to experience widespread flight cancellations following a global tech outage last week.
Transport Secretary Pete Buttigieg stated on social media that all airline passengers deserve fair treatment, and he is committed to ensuring that standard is maintained. He noted that his department has received “hundreds of complaints” regarding Delta’s response to the recent technology disruptions.
Delta, headquartered in Atlanta, has been struggling to restore normal operations after a flawed software update by cybersecurity firm CrowdStrike affected numerous businesses globally. This software defect also impacted Microsoft’s Windows operating systems, leaving corporate users without access and dealing with issues like the dreaded “Blue Screen of Death.”
The outage had a significant impact on various industries, including healthcare, transportation, retail, and finance, but airlines were particularly hard hit. On Friday alone, more than 46,000 flights were delayed and over 5,171 were canceled, according to FlightAware, with Delta suffering the most.
Delta reported canceling approximately 3,500 flights on Friday and Saturday. By Sunday and Monday, the airline had canceled more than 2,500 flights and delayed an additional 3,441. On Tuesday, there were already 738 flights that were either canceled or delayed.
Delta CEO Ed Bastian expressed regret for the situation, emphasizing that canceling a flight is a last resort. He apologized to affected travelers, acknowledging the challenges posed when travel plans are disrupted. Bastian also mentioned that a considerable number of Delta’s applications rely on Microsoft Windows, including tools essential for crew management, which were hindered by the system failures.
In response to the disruptions, Delta has introduced a travel waiver that allows customers to change their flights without a fee, along with providing meal vouchers, hotel accommodations, and transportation options.