Microsoft on Tuesday blamed Delta Air Lines for its years-long struggle to recover from a global cyber outage that forced the company to cancel more than 6,000 flights.
A software update last month by global cybersecurity firm CrowdStrike caused system issues for Microsoft customers, including many airlines. But the disruptions disappeared the next day at other major U.S. airlines, but persisted at Delta.
According to Microsoft, a preliminary investigation found that Delta, unlike its competitors, had apparently not modernized its IT infrastructure.
However, Delta said it has invested billions of dollars in IT capital expenditures since 2016, in addition to the billions it spends each year on IT operating expenses.
“Delta has been investing in safe, reliable and high-quality services for our customers and employees for many years,” said a company spokesperson.
The flight disruptions stranded hundreds of thousands of travelers and cost the Atlanta-based airline an estimated $500 million. Delta is also facing an investigation by the U.S. Department of Transportation into the disruptions.
The company has hired leading attorney David Boies of Boies Schiller Flexner, known for high-profile cases in the corporate world, to seek damages from both CrowdStrike and Microsoft.
Last week, Delta CEO Ed Bastian told CNBC that while the airline relies heavily on the two technology companies, they have failed to deliver “exceptional service.” In the interview, he also said that Microsoft has the “most vulnerable platform.”
Microsoft attorney Mark Cheffo called the airline’s comments “incomplete, inaccurate, misleading, and damaging to Microsoft and its reputation” in a letter.
Cheffo said Microsoft’s software was not the cause of the CrowdStrike incident, but the tech giant immediately offered to help Delta for free. CEO Satya Nadella emailed Bastian but never received a response, he added.
Microsoft said its employees repeatedly offered to help Delta after the outage, but the U.S. carrier turned them down. It accused the airline of using third-party technology providers for its crew tracking and scheduling system, citing that as a likely reason for refusing its help.
Cheffo said Microsoft will defend itself “vigorously” if Delta files a lawsuit.
CrowdStrike also rejected Delta’s claim that it should be blamed for flight disruptions. The cybersecurity firm said the CEO had personally reached out to Bastian to offer on-site assistance, but had not received a response.
© Thomson Reuters 2024
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