JACKSONVILLE, Fla. – Delta Air Lines is being investigated to ensure compliance with the law and fair treatment of its customers amid a worldwide technology outage caused by a faulty software update.
The investigation is the result of the airline’s continued flight cancelations and delays following a computer update problem that affected more than 5,000 flights worldwide last Friday. Other airline companies bounced back, but Delta continues to have problems.
Transportation Secretary Pete Buttigieg spoke to Delta CEO Ed Bastian on Sunday about the airline’s high number of cancellations since Friday. Buttigieg said his agency had received “hundreds of complaints” about Delta, and he expects the airline to provide hotels and meals for travelers who are delayed and to issue quick refunds to customers who don’t want to be rebooked on a later flight.
Related: Delta Air Lines says cancelations continue as it tries to restore operations after tech outage
News4JAX spoke with many frustrated Delta customers Wednesday, many of which didn’t know about airline passenger rights.
Airline passenger rights you need to know
Per the US. Dept. of Transportation, every airline passenger is entitled to a refund when their flight is canceled, significantly delayed, or the flight schedule is significantly changed. However, when it comes to a significant change in a flight schedule, passengers are only entitled to a refund if they choose not to fly.
The refunds apply to weather-related flight disruptions and disruptions caused by maintenance issues with the plane. They also apply when airlines experience staffing problems that cause delays and cancellations. But there is a caveat to the refunds.
You are only entitled to a refund for the unused portion of your trip. You are not eligible for a refund if you accept the airline’s re-booking offer.
Also, certain airlines have guarantees for their customers. Those guarantees can include meals, meal vouchers, and even complimentary hotel accommodations.
So, when booking a flight with a specific airline, It’s best to find out what that airline guarantees if there is a delay or cancellation.