A software glitch that occurred last Friday and affected millions of Microsoft users worldwide continues to cause problems for Delta Air Lines, adding to the company’s woes after the U.S. Department of Transportation launched an investigation into continued disruptions and cancellations at the nation’s second-largest airline.
Transportation Secretary Pete Buttigieg announced the move in a tweet Tuesday morning, vowing to defend passenger rights over issues that continue to plague Delta even as other airlines affected by the software glitch have returned to near-normal operations.
“The Department of Transportation has opened an investigation into Delta Air Lines to ensure the company is following the law and keeping customers safe during this widespread disruption,” Buttigieg tweeted. “Every airline passenger has the right to be treated fairly, and I will work to ensure that right is protected.”
.U.S. Department of Transportation Amid widespread unrest, the airline has launched an investigation into Delta to ensure it is following the law and keeping passengers safe.
Every air passenger has the right to fair treatment, and I will work to ensure that right is respected.
— Secretary Pete Buttigieg (@SecretaryPete) July 23, 2024
The Atlanta-based airline, which has an outpost in Salt Lake City and employs about 5,000 Utahns, has canceled more than 6,600 flights since the software issues first surfaced last Friday, far more than any other airline, according to figures from FlightAware and travel data provider Sirium cited by The Associated Press.
Delta has canceled more flights since Friday than it did in all of 2018 and 2019 combined, according to thriftytraveler.com.
Delta Airlines statement on investigation
Delta Air Lines said in a statement that it was cooperating with the investigation.
“We remain committed to restoring operations after a flawed Windows update from cybersecurity vendor CrowdStrike rendered IT systems around the world inoperable,” an airline spokesperson said. “Delta teams are committed to caring for and serving customers affected by delays and cancellations, and are working to restore the reliable, on-time service they have come to expect from Delta.”
The software problems also spread to the technology Delta uses to schedule and coordinate its flight crews. Executives told employees on Monday that when the system came back up a few hours later, it was hopelessly clogged, The Wall Street Journal reported. Days later, the problems persisted, and Delta was struggling to figure out where its crew members were and whether they were able to fly, The Journal reported.
The company said Monday it was working to get its complex global operation back on track.
“Everyone across the company is working around the clock to get this operation to where it needs to be,” Delta CEO Ed Bastian said in a video message to employees. “I ask that you take extreme care of our customers and each other over the next few days.”
Will Delta offer a refund?
The airline said it is extending a travel forgiveness offer to all Delta customers with flights booked between July 19 and 23, allowing for a one-time itinerary change and waiving the fare difference for flights rebooked through July 28. Delta also noted that customers whose trips have been disrupted by cancellations or significant delays may choose to cancel their trip and receive a credit or refund for the unused portion of their trip at delta.com/refund.
These issues are foreign to Delta, which for years has ranked at or near the top of U.S. airlines in on-time performance and outperformed competitors in both profits and operational ratings.
In April, the Department of Transportation announced rule changes, including requiring airlines to provide prompt cash refunds when flights are canceled or significantly changed.
