
The U.S. Department of Transportation has initiated an investigation into Delta Air Lines following a massive disruption caused by a global tech outage that significantly impacted Delta's operations, leading to substantial cancellations and delays. Transportation Secretary Pete Buttigieg indicated on Tuesday that this probe is looking to understand the root causes behind Delta's slower recovery compared to its peers, and whether the airline's conduct towards the stranded passengers has been in line with federal regulations.
Delta canceled over 500 flights on Tuesday, a notable decrease from Monday's figures but still making up nearly two-thirds of all cancellations within the U.S., a subtle shift, compared to the improvement that most airlines showcased by resuming normal service levels by the weekend. According to KXAN.com, the Atlanta-based airline and its partners have grounded over 6,500 flights since the previous Friday, far surpassing any other airline's cancellation numbers.
The debacle unfolded when CrowdStrike, a cybersecurity firm, rolled out a flawed update to over eight million Microsoft computers globally, disrupting airline operations. Buttigieg voiced his concerns at a news briefing, stressing the need to understand "how it could be that days after the other airlines are back to normal, Delta is still canceling hundreds of flights," KXAN reported. Complaints to the Department have exceeded 3,000, including concerns over long customer service lines and stranded unaccompanied minors, per the details shared by VOA News.
A Delta spokesperson affirmed the airline's cooperation with the ongoing investigation, saying, "We remain entirely focused on restoring our operation after cybersecurity vendor CrowdStrike’s faulty Windows update rendered IT systems across the globe inoperable." Delta's Chief of Operations, John Laughter, asserted that the airline plans to normalize operations by the week's end, despite the considerable challenges they currently face. Delta's previously lauded operational standards have been put to the test, especially given its reliance on Microsoft Windows-based systems, with about half of its technology platforms, including a crucial scheduling system for pilots and flight attendants, being Windows-based.
Federal investigators will also be delving into whether Delta has been adhering to the requirement to promptly refund passengers for canceled or significantly delayed flights, offering reimbursements in the original form of payment rather than just a voucher. In a situation reminiscent of Southwest Airlines' December 2022 turmoil, which resulted in a hefty fine after a prolonged recovery from a weather-related breakdown, Delta continues to point to the CrowdStrike outage as the culprit for their sustained disruptions. Meanwhile, competitors like American and United managed a quicker return to schedule, raising questions about Delta's resilience and management in crisis scenarios.