A Delta agent helps passengers after cancelled and delayed flights at Hartsfield-Jackson Atlanta International Airport on July 22, in Atlanta.Jessica McGowan/Getty Images
U.S. regulators are investigating how Delta Air Lines Inc. DAL-N is treating passengers affected by cancelled and delayed flights as the airline struggles to recover from a global technology outage.
Transportation Secretary Pete Buttigieg announced the Delta investigation on the X social-media platform Tuesday “to ensure the airline is following the law and taking care of its passengers during continued widespread disruptions.”
“All airline passengers have the right to be treated fairly, and I will make sure that right is upheld,” Mr. Buttigieg said.
Delta and its Delta Connection partners cancelled about 500 flights on Tuesday by midday on the East Coast, accounting for about two-thirds of all cancellations in the United States, according to FlightAware.
The outage began Thursday night into Friday morning, after a faulty software upgrade from cybersecurity company CrowdStrike to more than eight million Microsoft computers around the world.
The Atlanta-based carrier has cancelled more than 6,600 flights since the outage started, far more than any other airline, according to figures from FlightAware and travel-data provider Cirium.
Delta said it was co-operating with the investigation.
“We remain entirely focused on restoring our operation after cybersecurity vendor CrowdStrike’s faulty Windows update rendered IT systems across the globe inoperable,” an airline spokesperson said in a statement. “Across our operation, Delta teams are working tirelessly to care for and make it right for customers impacted by delays and cancellations as we work to restore the reliable, on-time service they have come to expect from Delta.”
Delta has said upward of half its technology systems run on Microsoft Windows, including a tool the airline uses to schedule pilots and flight attendants. That system could not keep up with the high number of changes triggered by the outage.
The collapse at Delta is stunning for an outfit that was widely viewed as the best big U.S. airline – the most profitable before and after the pandemic, and the best-run operation. Delta has almost always ranked near the top among all U.S. carriers for on-time performance.
The Transportation Department said it launched the investigation after seeing Delta’s continued widespread flight disruptions “and reports of concerning customer service failures.”
The department said the investigation will evolve as it “processes the high volume of consumer complaints we have already received against Delta.”
Investigators are likely to focus on whether Delta is complying with federal rules and offering prompt refunds to passengers whose flights are cancelled or significantly delayed. In a text provided to the Associated Press, a Delta passenger whose flight was cancelled Saturday was told, “If you prefer not to rebook your trip, your ticket value will automatically be available as an eCredit that can be used towards a future Delta ticket.”
In Washington, lawmakers are beginning to weigh in. Senator Maria Cantwell (D, Wash.), chair of the Senate committee that oversees airlines, said in a letter to Delta chief executive officer Ed Bastian that she is “concerned” that Delta is not complying with passenger rights contained in a law that Congress passed in May.
“While the technology outage was clearly not caused by Delta or any airline, I am nevertheless concerned that Delta is failing to meet the moment and adequately protect the needs of passengers,” Ms. Cantwell wrote.
Delta’s meltdown mirrors that of Southwest Airlines, which cancelled nearly 17,000 flights over 15 days in December, 2022. A Transportation Department investigation ended with Southwest agreeing to pay a US$35-million fine as part of a US$140-million settlement.
Southwest blamed its breakdown on a winter storm, but other airlines recovered in a couple days while Southwest did not. Consumer advocates see the same pattern with Delta this month – the airline continues to blame the CrowdStrike outage while rivals such as American recovered quickly, and even United Airlines, the second-worst at cancellations, was back on track Monday.
“It’s not about the thing that caused the problem, it’s about how you recover from the problem. That’s the test of an airline,” said William McGee, a former aircraft dispatcher who is a consumer advocate at the American Economic Liberties Project, a group critical of large corporations.