In a sharp retort to Delta Air Lines' allegations, Microsoft has countered claims made by the airline that it, along with CrowdStrike, was responsible for thousands of flight cancellations following a major IT outage. This incident, which began on July 19 due to a botched software update by CrowdStrike, affected millions of Windows computers and led Delta to cancel over 5,000 flights, causing significant disruption and financial loss.
Delta CEO Ed Bastian, said "Squawk Box," estimated the cost of the outage at $500 million, asserting the airline's necessity to pursue legal action against both technology companies. He emphasized Delta's reputation for punctuality and reliability, stating that the airline had "no choice" but to seek damages.
In response, Mark Cheffo, a partner at Dechert representing Microsoft, issued a strong rebuttal to Delta's attorney David Boies. Cheffo's letter criticized Delta's public statements as "incomplete, false, misleading, and damaging" to Microsoft's reputation. He also highlighted Microsoft's efforts to assist Delta during the crisis, which were allegedly rebuffed by the airline.
According to Cheffo, Microsoft offered to help Delta at no cost, with employees standing by from July 19 to July 23, but the airline consistently declined the assistance. This included attempts by Microsoft CEO Satya Nadella and CrowdStrike CEO George Kurtz to directly reach out to Delta's leadership, who reportedly did not respond.
Delta's struggles during the outage were further complicated by its reliance on a crew-scheduling platform overwhelmed by the crisis. However, Cheffo pointed out that this system did not depend on Windows or Azure cloud services. Instead, Delta had contracts with IBM and Amazon Web Services (AWS) for its IT infrastructure, raising questions about why Delta experienced more severe disruptions compared to other airlines like American Airlines and United Airlines.
Cheffo's letter suggests that Delta's outdated IT infrastructure might be to blame, noting that the airline had not modernized its systems to the same extent as its competitors. He also called on Delta to retain records detailing the contributions of technologies from IBM and Amazon to the airline's recovery efforts.
Despite the back-and-forth, Delta has yet to respond to Microsoft's latest claims. CEO Ed Bastian's earlier remarks underscored the critical need for rigorous testing in mission-critical operations, expressing frustration with the "bug" that disrupted the airline's operations.
This unfolding dispute highlights the complexities and high stakes involved in managing IT infrastructure for major airlines, where even minor glitches can lead to massive operational and financial consequences.
