Delta Air Lines made a bold accusation against Microsoft and CrowdStrike, stating that the IT outage that resulted in the cancellation of thousands of flights was the fault of these technology companies. Delta’s CEO, Ed Bastian, claimed that the incident cost the airline approximately $500 million and argued that Microsoft and CrowdStrike should be held responsible for the disruptions.
Microsoft fired back at Delta Air Lines, accusing the carrier of failing to modernize its technology infrastructure. According to Mark Cheffo, Microsoft’s representative, Delta’s IT systems were not up to par with their competitors, which made it difficult for the airline to recover from the outage. Cheffo’s letter to Delta’s attorney pointed out that other airlines, such as American Airlines and United Airlines, were able to bounce back more quickly due to their modernized IT infrastructure.
Delta Air Lines defended itself by stating that it has a long history of investing in safe and reliable service for its customers and employees. The airline claimed that it has spent billions of dollars on IT capital expenditures since 2016, in addition to annual operating costs for IT. Delta asserted that it has made significant investments in technology to provide elevated service and ensure safety for all stakeholders.
In response to Microsoft’s accusations of contractual breach and negligence related to the faulty software update, Delta’s attorney, David Boies, sent a letter to Microsoft’s chief legal officer, Hossein Nowbar. Boies raised concerns about Microsoft’s failure to comply with contractual requirements and accused the company of acting in a negligent and willful manner. Microsoft’s lawyer, Cheffo, countered these claims, stating that Delta’s public comments were false, incomplete, and damaging to Microsoft’s reputation.
Both Microsoft and CrowdStrike claimed to have offered assistance to Delta during the outage. Microsoft stated that its employees were willing to help Delta for free, but the airline turned them away each day from July 19 to July 23. CrowdStrike also mentioned reaching out to Delta for support but receiving no response. The lack of communication between the technology companies and the airline contributed to the ongoing blame game and disputes over accountability for the IT disruption.
Cheffo highlighted that Delta’s reliance on other technology providers, such as IBM and Amazon, might have influenced its decision to decline assistance from Microsoft. Delta’s use of IBM’s hybrid-cloud architecture and Amazon Web Services as its preferred cloud provider raised questions about the compatibility of different IT systems within the airline. This further complicated the situation and added layers of complexity to the recovery process.
The incident between Delta Air Lines, Microsoft, and CrowdStrike serves as a cautionary tale about the importance of modernizing technology infrastructure and ensuring seamless integration between different systems. The blame game that ensued following the IT outage underscored the need for clear communication, collaboration, and accountability in times of crisis. As technology continues to play a critical role in the aviation industry, all stakeholders must work together to prevent similar disruptions and mitigate risks effectively.
The clash between Delta Air Lines and technology giants like Microsoft highlights the challenges of managing complex IT systems in a high-stakes environment. The aftermath of the IT outage will likely lead to reforms in how airlines approach technology upgrades, vendor partnerships, and crisis management protocols. By learning from this experience, Delta and other airlines can enhance their IT resilience and better navigate future disruptions with a proactive and collaborative mindset.