Microsoft Fires Back at Delta Over IT Outage Lawsuit, Blaming Airline’s "Outdated Infrastructure"
Following Delta Air Lines’ announcement that it is seeking damages from Microsoft and CrowdStrike for the massive IT outage that caused thousands of flight cancellations in July, Microsoft has issued a fiery response, accusing the airline of refusing its assistance and blaming the airline’s own "outdated infrastructure" for the prolonged disruption. The software giant asserts that Delta’s reliance on third-party tech providers like IBM and Amazon, rather than Microsoft Windows or Azure cloud services, contributed heavily to its difficulties in recovering from the outage.
Key Takeaways:
- Delta CEO Ed Bastian claims the outage cost the airline $500 million and has forced Delta to take legal action against Microsoft and CrowdStrike.
- Microsoft and CrowdStrike both refute blame, arguing that they offered assistance to Delta but were rejected.
- Microsoft points to Delta’s reliance on IBM and Amazon for their crew-tracking and scheduling systems, suggesting their infrastructure may have exacerbated the issue.
- Delta has yet to respond to Microsoft’s accusations, but the airline’s CEO has previously stated that the outage overwhelmed their crew scheduling platform.
A Heated Exchange Over Responsibility for the Outage
The July 19th outage, caused by a botched software update from CrowdStrike, affected millions of computers running Microsoft Windows. While other airlines recovered relatively quickly, Delta experienced widespread disruptions and cancellations, resulting in a significant financial blow.
Delta’s initial argument centered on the claim that Microsoft and CrowdStrike failed to adequately test the software update, leading to the catastrophic outage. The airline pointed to the severity of the disruption, arguing that it left them with no choice but to seek legal action.
However, Microsoft has now countered these allegations, asserting that the airline refused its assistance despite multiple offers to help restore its systems. Microsoft claims to have offered its help on each day of the outage, from July 19th to July 23rd, but was rebuffed by Delta. Microsoft CEO Satya Nadella even sent a personal email to Delta CEO Ed Bastian, who reportedly did not respond.
Microsoft Places Blame on Delta’s Infrastructure
Microsoft emphasizes Delta’s reliance on third-party technology providers like IBM and Amazon, claiming that this reliance is critical to understanding why the airline’s recovery was hampered compared to its competitors.
Microsoft asserts that Delta does not rely on Microsoft Windows or Azure cloud services for the crew-tracking and scheduling systems that were most affected by the outage. Microsoft suggests that these systems, managed by IBM and Amazon, may have contributed to the severity of Delta’s issues.
Cheffo, a lawyer representing Microsoft, argues that Delta has not modernized its IT infrastructure, despite its reliance on technology for mission-critical operations. He points to a 2021 multi-year deal with IBM to implement a hybrid-cloud architecture, and the designation of Amazon Web Services as Delta’s preferred cloud provider in 2022.
This statement suggests that Microsoft believes Delta’s IT system is not as robust as it could be, potentially making it more susceptible to disruptions like the July outage.
A Battle of Public Image and Financial Stakes
The accusations and counter-accusations between Delta and Microsoft are not simply a technical debate; they represent a battle over public image and financial stakes. Delta, known for its focus on punctuality and premium service, has taken a significant hit to its reputation following the outage. The airline is desperate to demonstrate that it wasn’t solely responsible for the disruption.
Microsoft, meanwhile, must protect its reputation as a reliable technology provider. The company is eager to demonstrate that it offered timely assistance to Delta, but was ultimately refused.
The outcome of this legal battle will have significant implications for the future of both companies. The financial stakes are high, with Delta seeking substantial damages for the financial losses caused by the outage. But the legal battle will also impact public perception of both Delta and Microsoft. If Delta is found not to have adequately mitigated the outage, its reputation could suffer further. Conversely, Microsoft could see its reputation tarnished if it is deemed to have failed to provide sufficient support to Delta.
This case highlights the importance of robust IT infrastructure for businesses operating in a globally connected world. It also underscores the need for transparency and cooperation between technology providers and their customers, especially when critical mission-critical functions are at stake. As this legal battle unfolds, we are likely to see more revelations about the intricacies of the July outage and the role played by all parties involved.
