Cyber Security

US Launches Investigation into Delta's Handling of Global IT Outage

23 July 2024

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Zaker Adham

Summary

The US Department of Transportation (DOT) has initiated an investigation into Delta Air Lines' response to a major IT outage that disrupted flights worldwide. Despite efforts to recover, cancellations and delays persist, affecting numerous travelers.

Transportation Secretary Pete Buttigieg announced the inquiry on the social media platform X, emphasizing the need to ensure Delta adheres to legal obligations and prioritizes passenger care amid the ongoing disruptions.

"All airline passengers deserve fair treatment, and I am committed to upholding this right," Buttigieg stated in his post.

The incident, which occurred early Friday morning, was triggered by a faulty update from cybersecurity firm CrowdStrike, affecting millions of Windows PCs used by critical services such as hospitals, 911 systems, banks, telecom companies, and airlines. The malfunction led to the infamous "blue screen of death" for many users.

CrowdStrike quickly addressed and resolved the issue, assuring that its systems are back to normal and that customers remain protected from cyber threats. CEO George Kurtz acknowledged the severity of the situation and apologized for the inconvenience, while cautioning users to stay vigilant against potential cyber-attacks exploiting the chaos.

Flight disruptions have continued to ripple through the airline industry. FlightAware, a flight-tracking website, reported approximately 2,500 flight cancellations and 38,000 delays on Monday, down from Friday's figures of over 5,000 cancellations and 46,000 delays. By 11 a.m. ET Tuesday, around 1,200 flights had been canceled, with nearly 18,000 delays.

Delta Airlines has been notably affected, accounting for about 1,200 cancellations on Monday and 450 on Tuesday morning.

By Saturday night, hundreds of complaints had been filed with the DOT against Delta, citing ongoing disruptions and poor customer service. Buttigieg highlighted Delta’s obligations to promptly refund customers who choose not to rebook, provide timely reimbursements for food and hotels, and offer adequate customer service support.

Customers are encouraged to first seek resolution directly with Delta. However, the DOT is open to hearing from those who feel they have not been fairly treated.

In a statement released Tuesday morning, Delta expressed its commitment to cooperating with the investigation and restoring normal operations. "Delta teams are working tirelessly to assist and make things right for customers impacted by delays and cancellations, aiming to restore the reliable, on-time service they expect from us," the statement read.