US is investigating Delta's flight cancellations and faltering response to global tech outage

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US is investigating Delta's flight cancellations and faltering response to global tech outage

2024-07-24 07:42 Last Updated At：07:50

U.S. regulators are investigating why Delta Air Lines failed to recover as quickly as other airlines from a global technology breakdown and whether Delta's treatment of passengers stranded by canceled and delayed flights violated federal rules.

Transportation Secretary Pete Buttigieg on Tuesday announced the investigation into Delta's response to the outage, which he said has affected more than half a million of the airline's passengers.

A Delta official said the airline expects to return to normal operations by the end of the week.

Delta and its Delta Connection partners canceled more than 500 flights Tuesday. That was down by more than half from Monday but still accounted for nearly two-thirds of all canceled flights in the United States, according to tracking platform FlightAware.

Many airlines were affected when cybersecurity company CrowdStrike sent a faulty update to more than 8 million Microsoft computers around the world late last week. Most of them reduced cancellations to roughly normal levels by the end of the weekend.

Atlanta-based Delta and its partners have canceled more than 6,500 flights since Friday, far more than any other airline, according to figures from FlightAware and travel-data provider Cirium.

Buttigieg said his department will investigate “how it could be that days after the other airlines are back to normal, Delta is still canceling hundreds of flights.”

At a news conference, Buttigieg said the Transportation Department will also examine Delta's customer service, including “unacceptable” lines for customer service and reports that unaccompanied minors were stranded at airports. He said the department has received more than 3,000 complaints about the airline's breakdown.

Delta said it was cooperating with the investigation.

“We remain entirely focused on restoring our operation after cybersecurity vendor CrowdStrike’s faulty Windows update rendered IT systems across the globe inoperable,” an airline spokesperson said in a statement. “Across our operation, Delta teams are working tirelessly to care for and make it right for customers" affected by the disruptions.

John Laughter, Delta’s chief of operations, said the airline was moving planes, pilots and flight attendants “to where they need to be so we can return to normal operations by the end of the week.”

The collapse at Delta has been stunning for an outfit that was widely viewed as the best big U.S. airline — the most profitable before and after the pandemic, and the best-run. In recent years, Delta has almost always ranked near the top among all U.S. carriers for on-time performance.

Delta appears to rely more than other airlines on systems that run on Microsoft Windows. The airline said upward of half its technology systems are Windows-based, including a key tool used to schedule pilots and flight attendants. That system could not keep up with the high number of changes triggered by the outage.

Delta said late Tuesday that a backlog of “issues” in the crew-scheduling system was reduced by 75% over the last 36 hours, and the airline was also making progress in returning lost bags to their owners.

In addition to probing the cause of Delta's collapse, investigators are likely to focus on whether Delta is complying with federal requirements such as offering prompt refunds to passengers whose flights are canceled or significantly delayed. The refunds are supposed to be in the form the customer used to pay for their ticket — typically a credit card — and not just a voucher.

In a text provided to The Associated Press, a Delta passenger whose flight was canceled Saturday was told, “If you prefer not to rebook your trip, your ticket value will automatically be available as an eCredit that can be used towards a future Delta ticket.”

In Washington, lawmakers are beginning to weigh in. Sen. Maria Cantwell, D-Wash., chair of the Senate committee that oversees airlines, said in a letter to Delta CEO Ed Bastian that she is “concerned” that Delta is not complying with passenger rights contained in a law that Congress passed in May.

“While the technology outage was clearly not caused by Delta or any airline, I am nevertheless concerned that Delta is failing to meet the moment and adequately protect the needs of passengers,” Cantwell wrote.

Delta’s meltdown mirrors that of Southwest Airlines, which canceled nearly 17,000 flights over 15 days in December 2022. A Transportation Department investigation ended with Southwest agreeing to pay a $35 million fine as part of a $140 million settlement.

Southwest blamed its breakdown on a winter storm, but other airlines recovered in a couple days while Southwest did not. Consumer advocates see the same pattern with Delta this month — the airline continues to blame the CrowdStrike outage while rivals such as American recovered quickly. Even United Airlines, the second-worst at cancellations, was back on track Monday.

“It's not about the thing that caused the problem, it's about how you recover from the problem. That's the test of an airline,” said William McGee, a former aircraft dispatcher who is a consumer advocate at the American Economic Liberties Project, a group critical of large corporations.

South and Midwest pounded by rains and floods while still reeling from tornadoes

2025-04-05 12:26 Last Updated At：12:31

HOPKINSVILLE, Ky. (AP) — Torrential rains and flash flooding battered parts of the Midwest and South on Friday, killing a boy in Kentucky who was swept away as he walked to catch his school bus. Many communities were left reeling from tornadoes that destroyed entire neighborhoods and killed at least seven people earlier this week.

Round after round of heavy rains have pounded the central U.S. for days, and forecasters warned that it could persist through Saturday. Satellite imagery showed thunderstorms lined up like freight trains over communities in Arkansas, Tennessee and Kentucky, according to the national Weather Prediction Center in Maryland.

In Frankfort, Kentucky, a 9-year-old boy died in the morning after floodwaters swept him away while he was walking to a school bus stop, Gov. Andy Beshear said on social media. Officials said Gabriel Andrews' body was found about a half-mile from where he went missing.

The downtown area of Hopkinsville, Kentucky — a city of 31,000 residents 72 miles (116 kilometers) northwest of Nashville — was submerged. A dozen people were rescued from homes, and dozens of pets were moved away from rising water, a fire official said.

“The main arteries through Hopkinsville are probably 2 feet under water,” Christian County Judge-Executive Jerry Gilliam said earlier.

Tony Kirves and some friends used sandbags and a vacuum to try to hold back rising waters that covered the basement and seeped into the ground floor of his photography business in Hopkinsville. Downtown was “like a lake,” he said.

“We’re holding ground,” he said. “We’re trying to maintain and keep it out the best we can."

A corridor from northeast Texas through Arkansas and into southeast Missouri, which has a population of about 2.3 million, could see clusters of severe thunderstorms late Friday. The National Weather Service’s Oklahoma-based Storm Prediction Center warned of the potential for intense tornadoes and large hail.

Flash flood emergencies were issued Friday night in at least four cities in southeastern Missouri, according to the NWS. One was in Van Buren, where there were at least 15 water rescues amid heavy rainfall and a rapidly rising Current River, according to Justin Gibbs, weather service meteorologist.

“Unfortunately it’s been as bad as we were expecting it to be," he said.

Heavy rains were expected to continue in parts of Missouri, Kentucky and elsewhere in the coming days and could produce dangerous flash floods. The weather service said 45 river locations in multiple states were expected to reach major flood stage, with extensive flooding of structures, roads and other critical infrastructure possible.

In Christian County, which includes Hopkinsville, 6 to 10 inches (15.2 to 25.4 centimeters) fell since Wednesday evening, the National Weather Service said Friday afternoon. The rain caused the Little River to surge over its banks, and 4 to 8 inches (10.2 to 20.3 centimeters) more could fall by Sunday, it said.

A pet boarding business was under water, forcing rescuers to move dozens of dogs to a local animal shelter, said Gilliam, the county executive. Crews rescued people from four or five vehicles and multiple homes, mostly by boat, said Randy Graham, the emergency management director in Christian County.

“This is the worst I’ve ever seen downtown,” Gilliam said.

Hundreds of Kentucky roads were impassable because of floodwaters, downed trees or mud and rock slides, and the number of closures were likely to increase with more rain late Friday and Saturday, Beshear said.

A landslide blocked a nearly 3-mile (4.8-kilometer) stretch of Mary Ingles Highway in the state's north, according to the Kentucky Transportation Cabinet. A landslide closed the same section of road in 2019, and it reopened last year, WLWT-TV reported.

Flash flooding is particularly worrisome in rural Kentucky where water can rush off the mountains into the hollows. Less than four years ago, dozens died in flooding in the eastern part of the state.

Extreme flooding across a corridor that includes Louisville, Kentucky, and Memphis — which have major cargo hubs — could also lead to shipping and supply chain delays, said Jonathan Porter, chief meteorologist at AccuWeather.

Swollen rivers and tributaries also swamped some parts in Ohio, and Gov. Mike DeWine said about 70 roads were closed. The southern half of the state was expected to see moderate flooding, which has not happened in four years, he added.

Forecasters attributed the violent weather to warm temperatures, an unstable atmosphere, strong wind shear and abundant moisture streaming from the Gulf. At least 318 tornado warnings have been issued by the National Weather Service since this week’s outbreak began Wednesday.

The outburst comes at a time when nearly half of National Weather Service forecast offices have 20% vacancy rates after Trump administration job cuts — twice that of just a decade ago.

At least two reports of observed tornadoes were noted Friday evening in Missouri and Arkansas, according to the National Weather Service.

“TAKE COVER NOW!” the weather service said on X in response to the one on the ground around the small Missouri town of Advance.

Earlier in the week, seven people were killed in the initial wave of storms that spawned powerful tornadoes on Wednesday and early Thursday in Tennessee, Missouri and Indiana.

Tennessee Gov. Bill Lee said entire neighborhoods in the hard-hit town of Selmer were “completely wiped out,” after it was hit by a tornado with winds estimated by the NWS of up to 160 mph (257 kph). Advance warning of storms likely saved lives as hundreds of people sheltered at a courthouse, the governor said.

In neighboring Arkansas, a tornado near Blytheville lofted debris at least 25,000 feet (7.6 kilometers) high, according to weather service meteorologist Chelly Amin. The state’s emergency management office reported damage in 22 counties from tornadoes, wind, hail and flash flooding.

Bulldozers cleared rubble along the highway that crosses through Lake City, where a tornado with winds of 150 mph (241 kph) sheared roofs off homes, collapsed brick walls and tossed cars into trees.

Mississippi's governor said at least 60 homes were damaged. And in far western Kentucky, four people were injured while taking shelter in a vehicle under a church carport, according to the emergency management office in Ballard County.

Schreiner reported from Shelbyville, Kentucky. Associated Press writers Andrew DeMillo in Little Rock, Arkansas; Jonathan Mattise in Nashville, Tennessee; Adrian Sainz in Memphis, Tennessee; Jeff Martin in Marietta, Georgia; Obed Lamy in Hopkinsville; John Raby in Charleston, West Virginia; and Hallie Golden in Seattle contributed.