Federal regulators announced an investigation into Delta Airlines, which has failed to recover business operations four days after an initial CrowdStrike technology crash. Transportation Secretary Pete Buttigieg took to X to tell stranded travelers their rights to a cash refund.
Consumer Complaints Prompt Federal Investigation
Delta Airlines passengers have experienced five days of flight delays and cancellations, with no end in sight. The Department of Transportation (DOT) noted the “high volume of consumer complaints” as an impetus for the federal investigation into Delta’s business operations.
Flight Cancellations and Delays Reported
Flight tracking website Flight Aware reported that as of Tuesday afternoon, Delta had canceled more than 400 flights and delayed 860 more in the past five days.
DOT Secretary’s Statement
DOT Secretary Pete Buttigieg released a statement claiming, “We have made clear to Delta that they must take care of their passengers and honor their customer service commitments.”
Federal Government’s Role in Airline Regulation
In terms of the role the federal government plays in regulating the airlines, Buttigieg said, “This is not just the right thing to do; it’s the law, and our department will leverage the full extent of our investigative and enforcement power to ensure the rights of Delta’s passengers are upheld.”
Delta Airlines’ Response to Investigation
Delta Airlines acknowledged in an NPR interview that the DOT was investigating their operations. Delta said that they would “fully cooperate” with the investigation.
Blame on CrowdStrike
Delta blamed CrowdStrike, saying, “We remain entirely focused on restoring our operation after cybersecurity vendor CrowdStrike’s faulty Windows update rendered IT systems across the globe inoperable.”
Efforts to Restore Operations
Delta also claimed they have teams working around the clock to repair the system to normal operations.
Delta CEO Speaks
CEO Ed Bastian said, “We’ve got everyone around the company working around the clock to get this operation where it needs to be.”
Public Letter to Travelers
In the early days of the technology failure, Delta published a public letter allowing travelers to rebook flights, change itineraries, and take advantage of travel waivers for impacted flights.
Federal Rules for Refunds
In response, Buttigieg wrote on X that federal rules require airlines to offer a cash refund if the customer prefers rather than mollify thwarted travelers with a travel credit.
Buttigieg Appeals Directly to Consumers on X
Buttigieg wrote, “Delta must provide prompt refunds to consumers who choose not to take rebooking, free rebooking for those who do, timely reimbursements for food and hotel stays to consumers affected by these delays and cancellations, and adequate customer service assistance.”
Historical Context of Airline Failures
Federal regulators are not new to dealing with longer-term airline failures like Delta’s. In 2022, Southwest Airlines had comparable technical problems during the high-travel holiday season. During that period, Southwest Airlines canceled thousands of flights, leaving millions of travelers without a way to their final destination.
Previous Penalties for Airline Failures
At that time, DOT fined Southwest $140 million, the most significant penalty ever collected for breach of consumer trust.
