The Department of Transportation’s Office of Aviation Consumer Protection has recently launched an investigation into Delta Air Lines’ ongoing operational crisis. DOT Secretary Pete Buttigieg stated that Delta must prioritize taking care of its passengers and fulfilling its customer service obligations. He emphasized that this is not only a moral responsibility but a legal one as well. The DOT is prepared to use its full investigative and enforcement capabilities to ensure that Delta’s passengers‘ rights are protected.
Delta Airlines has been grappling with significant challenges since the July 19 CrowdStrike outage, which resulted in the crash of the Microsoft Windows operating system used on more than half of its global IT systems. As a result, Delta has been forced to cancel over 5,400 mainline flights and delay more than 7,700 flights. The disruptions have not been limited to mainline flights, as Delta Connection regional flights have also experienced widespread cancellations and delays. Customers have been facing various customer service issues, such as lost luggage, lengthy call center wait times, and struggles with the digital rebooking tools.
Delta’s Response to the Crisis
Delta Airlines has assured the DOT of its full cooperation in the investigation. The airline attributes its operational challenges to CrowdStrike’s faulty Windows update, which rendered its IT systems inoperable on a global scale. Delta’s teams are working diligently to restore order and provide assistance to affected customers. The airline has promised to compensate impacted travelers with SkyMiles points or travel vouchers based on their disrupted travel plans. Additionally, Delta will reimburse customers for expenses incurred during travel, including lodging, meals, and ground transportation.
For customers whose flights have been canceled or significantly delayed, Delta offers the option to cancel travel and request a refund through its website. While Delta has not specified a timeline for returning its operations to normalcy, it is prioritizing customer care during this challenging period. The airline is committed to restoring the reliable and punctual service that customers have come to expect from Delta.
Comparisons to Previous Investigations
The current investigation into Delta’s operational meltdown is reminiscent of the DOT’s scrutiny of Southwest Airlines following a similar crisis during the 2022 holiday season. Southwest faced nearly 17,000 flight cancellations over an 11-day period, resulting in a consent decree with $140 million in penalties. It remains to be seen how Delta’s investigation will unfold and what measures the DOT will take to address any violations of consumer rights.
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