The US Transportation Department has launched an investigation into Delta Air Lines following the cancellation of more than 5,000 flights since Friday due to a global cyber outage. While other airlines have managed to resume their normal operations, Delta continues to cancel hundreds of flights daily. As of Tuesday, Delta had canceled 30% or more of its flights daily through Monday, with 444 flights canceled on Tuesday and another 590 delayed.
Transportation Secretary Pete Buttigieg announced the investigation to ensure Delta is following the law and taking care of its passengers during these widespread disruptions. The department will use its investigative and enforcement power to ensure passengers’ rights are upheld while holding Delta accountable. Delta has acknowledged the notice of investigation and is cooperating with authorities as they work to restore reliable on-time service for impacted customers.
At the start of early trading, Delta shares were down 0.5%, indicating investor concern over the airline’s performance during the ongoing flight cancellations. Delta CEO Ed Bastian stated that it would take the carrier a couple of days to fully recover operations after canceling 4,000 flights since Friday. An issue triggered by a software update from CrowdStrike disrupted operations for many Microsoft customers, including several airlines, causing the widespread disruption.
Despite Delta’s reputation for running a reliable operation, analysts note that the current crisis has left customers angry and frustrated. Many reported waiting hours for assistance as the airline’s helplines were overwhelmed, with some resorting to renting cars and driving long distances to reach their destinations. Others faced considerable delays in securing new flights, causing additional frustration among passengers.
The severity of the situation has drawn comparisons to previous airline incidents, such as Southwest Airlines’ agreement to a $140 million civil penalty over a holiday meltdown in 2022 that resulted in thousands of flight cancellations and stranded passengers. The ongoing investigation into Delta Air Lines highlights the challenges faced by airlines in maintaining operations during unexpected disruptions, emphasizing the importance of effective crisis management and rapid resolution to minimize passenger inconvenience.
