The U.S. Department of Transportation (DOT) has launched an investigation into Delta Air Lines following a surge in flight cancellations and delays that began last week. The disruptions, triggered by a global IT outage caused by a faulty software update from cybersecurity firm CrowdStrike, have impacted thousands of passengers and raised concerns about Delta’s ability to recover and adequately handle the situation.
Transportation Secretary Pete Buttigieg announced the investigation on Tuesday, stating that the DOT received hundreds of complaints about Delta’s continued disruptions and “unacceptable customer service conditions.”
“All airline passengers have the right to be treated fairly, and I will make sure that right is upheld,” Buttigieg wrote on X.
The investigation will focus on whether the airline is complying with passenger protection laws and taking necessary steps to mitigate the impact on travelers.
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Delta, the second-largest U.S. airline, has canceled over 4,000 flights since Friday, causing significant inconvenience for passengers and raising questions about its preparedness for such events. While other major airlines have largely recovered from the initial outage, Delta continues to experience cancellations and delays, further frustrating passengers.
The DOT’s investigation will examine Delta’s communication with passengers, efforts to rebook and accommodate affected travelers, and adherence to regulations regarding compensation for delays and cancellations. The department will also assess Delta’s overall response to the crisis and whether it has taken adequate measures to prevent similar disruptions in the future.
Delta has acknowledged the disruptions and apologized to its customers, attributing the ongoing issues to the complexity of its IT systems and the need for manual repairs. The airline has also pledged to provide compensation to affected passengers, including refunds, travel vouchers, and meal and hotel accommodations.
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However, the DOT’s investigation signals a more serious scrutiny of Delta’s handling of the situation. If the airline is found to have violated passenger protection laws, it could face fines and other penalties.
The investigation is expected to continue in the coming weeks, with the DOT reviewing consumer complaints, interviewing Delta officials, and assessing the airline’s overall response. The outcome of the investigation could have significant implications for Delta’s reputation and future operations.
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