Investigation of Delta cancellations focuses on possibly misleading texts

The Department of Transportation (DOT) is investigating Delta Airlines' handling of flight cancellations from July 19-23. DOT alleges that Delta sent text messages to passengers that did not clearly state their right to a refund, as required by new passenger rights laws. Transportation Secretary Pete Buttigieg spoke directly with Delta CEO Ed Bastian about the issue. The DOT investigation stems from over 3,000 complaints received. Delta's problems began with a global IT outage that affected its crew management system, resulting in more than 5,000 flight cancellations. While other airlines recovered quickly, Delta struggled for days. Delta has stated that it had difficulty restoring its crew management system after the outage. The DOT had previously communicated to airlines their obligation to provide prompt refunds when disruptions are within their control. Delta's messages to passengers only offered eCredits, not mentioning the refund option. Consumer advocates and Democratic lawmakers have raised concerns about Delta's messaging and refund practices. The DOT has the authority to levy fines if it finds that Delta violated the law.