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Delta Airlines continues to struggle with the fallout from a global technology outage, significantly disrupting operations for the fifth consecutive day. The meltdown, initiated by a software update from cybersecurity firm CrowdStrike, has led to thousands of flight cancellations and delays, with the chaos expected to persist through the end of the week.
Escalating Cancellations and Delays
As of Tuesday afternoon, Delta had canceled 466 flights, with an additional 28 canceled by its regional carrier, Endeavor Air. This adds to the over 1,250 flight cancellations on Monday and 4,500 cancellations from Friday through Sunday. In total, more than 70% of all flights within, to, or from the United States canceled on Monday were from Delta and Delta Connection, according to FlightAware .
Government Investigation
The Department of Transportation (DOT), led by Transportation Secretary Pete Buttigieg, announced an investigation into Delta’s handling of the crisis. The DOT has received a significant volume of consumer complaints regarding Delta’s response to the disruptions. The department has the authority to penalize airlines for “unfair and deceptive practices” if it finds inadequate customer assistance during such events .
Buttigieg has urged passengers to report any issues with Delta directly to the DOT, emphasizing the importance of airlines adhering to passenger protection requirements. He stated on social media that the DOT would ensure passengers are treated fairly and receive due compensation for their disrupted travel plans .
Root Cause of the Crisis
The chaos stems from a late Thursday night software update by CrowdStrike, which crashed Windows software used by Delta and other global airlines. While most airlines recovered by the end of the weekend, Delta has been unable to fix problems with its crew tracking system, crucial for coordinating pilots and flight attendants .
Delta’s Response
Delta CEO Ed Bastian has apologized to customers and assured that teams are working tirelessly to resolve the issues. Bastian highlighted that the affected crew tracking system, which processes significant changes in schedules, has been a major hurdle. The company has issued travel waivers, meal vouchers, hotel accommodations, and Delta SkyMiles to affected customers as compensation .
Legislative and Corporate Accountability
In addition to the DOT’s investigation, CrowdStrike’s CEO George Kurtz has been called to testify before Congress to explain the circumstances and mitigation steps following the incident. The House Committee for Homeland Security emphasized the need for transparency, given the incident’s widespread impact, which affected approximately 8.5 million Microsoft Windows devices globally .
Ongoing Efforts and Future Outlook
Delta’s Chief Information Officer Rahul Samant expressed optimism that operations could return to normal by the end of the week, although the IT staff continues to work around the clock to address the issues. Delta remains focused on restoring its operation and regaining customer trust through continuous updates and support .
Resources
CNN – Chris Isidore, Isabel Rosales, Amanda Musa: Delta is still melting down. It could last all week
BBC – Delta faces probe as CrowdStrike disruption lingers
FlightAware – Real-time flight tracking and status updates
Delta – Ed Bastian: An update to Delta customers from CEO Ed Bastian