Microsoft Blames Delta Air Lines for Ongoing Flight Disruptions Following Cyber Outage

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In a dramatic turn of events following a global cyber outage, Microsoft has pointed fingers at Delta Air Lines for its prolonged struggle to recover from the incident that resulted in the cancellation of over 6,000 flights. This outage, which stemmed from a software update by the global cybersecurity firm CrowdStrike, affected several of Microsoft’s customers, including major airlines. While other airlines managed to resolve their disruptions the next day, Delta continued to face significant challenges.

Microsoft’s preliminary review suggested that Delta’s IT infrastructure was not as modernized as its competitors, contributing to the extended disruptions. In contrast, Delta claimed it had invested billions of dollars in IT capital expenditures since 2016, alongside its annual expenditure on IT operating costs. “Delta has a long track record of investing in safe, reliable, and elevated service for our customers and employees,” stated a company spokesperson.

The flight disruptions left hundreds of thousands of travelers stranded and are estimated to have cost the Atlanta-based airline $500 million. Delta is also under investigation by the U.S. Transportation Department for the extensive disruptions. In response, Delta has hired prominent litigator David Boies of Boies Schiller Flexner to pursue damages from both CrowdStrike and Microsoft.

Delta’s CEO, Ed Bastian, expressed his frustration in a recent interview with CNBC, criticizing the two tech companies for failing to provide “exceptional service.” He specifically called out Microsoft’s platform as the “most fragile.” Bastian’s remarks have intensified the blame game between the airline and its tech partners.

Mark Cheffo, a lawyer for Microsoft, responded to Delta’s allegations by calling them “incomplete, false, misleading, and damaging to Microsoft and its reputation.” He clarified that Microsoft’s software was not responsible for the CrowdStrike incident and emphasized that Microsoft had immediately offered to assist Delta at no charge. Cheffo further noted that Microsoft’s CEO, Satya Nadella, personally emailed Bastian to offer assistance but received no response.

Microsoft stated that its employees had repeatedly offered to help Delta after the outage but were turned down. The company alleged that Delta had opted to use services from other technology providers for its crew-tracking and scheduling system, which might have contributed to the refusal of Microsoft’s assistance. Cheffo warned that Microsoft would “vigorously” defend itself if Delta pursued legal action.

CrowdStrike has also denied responsibility for Delta’s flight disruptions. The cybersecurity firm stated that its CEO had personally reached out to Bastian to offer onsite assistance but received no response.

The ongoing dispute highlights the challenges and complexities of managing IT systems in the aviation industry. As airlines continue to rely heavily on technology partners for their operations, this incident serves as a stark reminder of the potential vulnerabilities and the importance of robust IT infrastructure. While the legal proceedings unfold, the focus remains on ensuring that such disruptions are minimized in the future to maintain reliable air travel for customers worldwide.