In a sharp exchange of blame, Microsoft (MSFT.O) pointed fingers at Delta Air Lines (DAL.N) on Tuesday for the airline’s extended struggle to recover from a global cyber outage that led to the cancellation of over 6,000 flights.
A software update last month by global cybersecurity firm CrowdStrike (CRWD.O) triggered system problems for Microsoft customers, including many airlines. However, while disruptions subsided the next day at other major U.S. carriers, Delta continued to experience significant issues.
Microsoft’s preliminary review indicated that Delta, unlike its competitors, had apparently not modernized its IT infrastructure sufficiently. Conversely, Delta stated it has invested billions of dollars in IT capital expenditures since 2016, in addition to substantial annual IT operating costs.
“Delta has a long track record of investing in safe, reliable, and elevated service for our customers and employees,” a company spokesperson said.
The flight disruptions, which stranded hundreds of thousands of travelers, are estimated to cost the Atlanta-based airline $500 million. The U.S. Transportation Department has launched an investigation into the disruptions. Delta has retained prominent litigator David Boies of Boies Schiller Flexner, known for high-stakes business cases, to seek damages from both CrowdStrike and Microsoft.
Delta CEO Ed Bastian told CNBC last week that while the airline heavily relies on the two tech companies, they had failed to deliver “exceptional service.” He described Microsoft’s platform as the “most fragile.”
In a letter, Mark Cheffo, a lawyer for Microsoft, called the airline’s comments “incomplete, false, misleading, and damaging to Microsoft and its reputation.” Cheffo stated that Microsoft’s software did not cause the CrowdStrike incident and that the tech giant immediately offered to assist Delta at no charge. He mentioned that Microsoft CEO Satya Nadella had emailed Bastian but received no response.
Microsoft claimed its employees repeatedly offered to help Delta following the outage, but the airline declined their assistance. The tech giant accused Delta of using services from other technology providers for its crew-tracking and scheduling system, suggesting this as a likely reason for declining Microsoft’s help. Cheffo emphasized that Microsoft would “vigorously” defend itself if Delta files a lawsuit.
CrowdStrike also rejected Delta’s claim of being responsible for the flight disruptions. The cybersecurity firm stated that its CEO had personally reached out to Bastian to offer onsite assistance but received no response.
This high-stakes conflict highlights the complexities and potential vulnerabilities within the technological frameworks that modern airlines depend upon.