“We can’t just have consumers stranded because of software updates,” Senator says 

Appearance follows reminder to Delta CEO: New law gives passengers the right to refunds; 24/7 access to assistance

Today, U.S. Senator Maria Cantwell (D-Wash.), Chair of the Senate Committee on Commerce, Science and Transportation, appeared on GMA3 to talk about Delta Air Lines’ technological and customer communications problems in the wake of last Friday’s CrowdStrike IT outage. While other airlines rebounded, thousands of Delta passengers have been left stranded in airports across the county, separated from their luggage and unable to reach their destinations.

Sen. Cantwell talked about the need for companies like Delta to invest in more robust and resilient technology systems that can withstand a software outage or other problem.

“We can't just have consumers stranded…because of software updates,” she said.  “You may be dependent on a vendor who gives you that software, but you're depended on by the consumers and businesses of America to deliver that service, and your implementation of that software, knowing how it functions, knowing how it works.”

Yesterday, Sen. Cantwell sent a letter to Delta Air Lines CEO Ed Bastian to remind him of the consumer protection requirements in the recently passed FAA Reauthorization Act. 

“Delta must make clear to all its customers subjected to cancellations and significant delays and changes, including as a result of the technology outage, that they are entitled to refunds as a matter of law,” Sen. Cantwell wrote. “Delta should invest significant resources into its customer service operations to ensure that customers are made whole in short order.”