U.S. regulators investigating Delta Air Lines treatment of passengers amid technology outage

The recent global technology outage at Delta Air Lines has caused chaos for passengers, leading U.S. regulators to launch an investigation into the airline’s treatment of those affected by canceled and delayed flights.

Transportation Secretary Pete Buttigieg announced the investigation on social media, expressing the need to ensure that Delta is following the law and taking care of its passengers during the widespread disruptions caused by the technology meltdown.

Numerous Delta customers shared their harrowing experiences with KOMO News, detailing how they were stranded in cities like New York after their flights were canceled. Families, like that of Devang Thakkar, had to spend several days waiting for a flight out, ultimately resorting to buying tickets on another airline to get home.

Others, like Will Seyffer, had to pay out-of-pocket for new flights and hotel rooms while they waited for Delta to resolve the issues. The frustration was palpable among employees who were unable to assist passengers due to the IT systems being down.

Furthermore, passengers reported difficulties with the Delta app not working properly, leading to long wait times and confusion over rebooking flights and finding accommodations. The lack of seating and amenities at airports like Sea-Tac only added to the stress of those affected by the flight disruptions.

Delta has canceled thousands of flights since the outage began, causing significant inconvenience for travelers. The airline has stated that it is cooperating with the investigation and working tirelessly to restore reliable service for its customers.

The investigation will focus on whether Delta is complying with federal regulations and providing prompt refunds to affected passengers. This incident mirrors a similar meltdown at Southwest Airlines, which resulted in a hefty fine and settlement with the Transportation Department.

Consumer advocates emphasize the importance of how airlines recover from such crises, noting that effectiveness in handling disruptions is a crucial measure of an airline’s quality of service. Delta will have to navigate the aftermath of the outage and ensure that passengers are treated fairly and provided with adequate support during this challenging time.