Microsoft blames Delta Airlines for failing to recover quickly after global outage – here’s why

Microsoft blamed Delta Air Lines on Tuesday for its day-long struggle to recover from a global cyber outage that caused it to cancel more than 6,000 flights.

A software update last month from global cyber security firm CrowdStrike caused system problems for Microsoft customers, including many airlines. But disruptions eased the next day at other major US carriers, while continuing at Delta.

Microsoft said its preliminary review suggested that Delta, unlike its competitors, apparently had not modernized its IT infrastructure.

Delta, however, said it has invested billions of dollars in IT capital spending since 2016, in addition to the billions it spends annually on IT operating costs.

“Delta has a long history of investing in safe, reliable and enhanced services for our customers and employees,” a company spokesperson said.

The flight disruptions stranded hundreds of thousands of travelers and cost the Atlanta-based airline an estimated $500 million. Delta is also facing a Department of Transportation investigation into the outages.

It has hired prominent attorney David Boies of Boies Schiller Flexner, known for high-stakes business cases, to seek damages from both CrowdStrike and Microsoft.

Last week, Delta CEO Ed Bastian told CNBC that while the airline relies heavily on Microsoft and CrowdStrike, both tech companies had failed to provide an “outstanding service.”

In the interview, he also said that Microsoft had “the most fragile platform.”

In a letter, Mark Cheffo, a lawyer for Microsoft, called the airline’s comments “incomplete, false, misleading and damaging to Microsoft and its reputation.”

Cheffo said Microsoft’s software did not cause the CrowdStrike incident, but the tech giant immediately offered to help Delta free of charge. Its 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 US company turned them down. It accused the airline of using the services of other technology providers for its crew tracking and scheduling system and claimed that as a possible reason for refusing its assistance.

Cheffo said Microsoft will defend itself “vigorously” if Delta files a lawsuit.

CrowdStrike has also rejected Delta’s claim that it is to blame for the flight cancellations. The cyber security firm said its CEO had personally reached out to Bastian to offer on-site assistance, but received no response.