Microsoft has addressed the criticism from Delta Air Lines regarding a significant IT outage that disrupted the airline’s operations. Delta CEO Ed Bastian is seeking compensation from both CrowdStrike and Microsoft for the estimated $500 million in losses the airline incurred due to the outage. Microsoft emphasized that Delta had ignored multiple offers of free assistance, including a direct email from CEO Satya Nadella.
“Microsoft empathizes with Delta and its customers regarding the impact of the CrowdStrike incident. But your letter and Delta’s public comments are incomplete, false, misleading, and damaging to Microsoft and its reputation” says Mark Cheffo, co-chair of Dechert’s global litigation practice, in a letter on behalf of Microsoft to Delta’s lawyers.
The outage, which caused widespread delays and cancellations, was initially attributed to a Windows server issue. However, Microsoft pointed out that Delta’s IT problems were more complex, involving outdated infrastructure and systems managed by other providers, such as IBM. This broader context suggests that the outage was not solely due to Microsoft’s software.
CrowdStrike Responds to Delta
Adding to the complexity, CrowdStrike, a cybersecurity firm, also distanced itself from the blame. Both Microsoft and CrowdStrike highlighted that Delta had declined their offers of on-site assistance during the crisis. CrowdStrike’s involvement was limited to providing security services, and they asserted that their systems were not responsible for the outage.
Transportation Department Examines Delta’s Response
The situation has drawn the attention of the US Department of Transportation (DoT), which has launched an investigation into Delta Air Lines’ handling of the recovery efforts following the IT outage. This investigation aims to understand the root causes of the outage and to evaluate Delta’s response to the crisis. Transportation Secretary Pete Buttigieg emphasized the importance of ensuring that all airline passengers are treated fairly and that airlines adhere to federal regulations. The DoT’s inquiry will scrutinize why Delta’s recovery was significantly slower compared to other airlines affected by the same outage. The investigation will also assess Delta’s communication with passengers, the adequacy of their customer service during the disruption, and the measures taken to prevent such incidents in the future. Delta has stated that it is fully cooperating with the investigation and is committed to restoring reliable service for its customers.
Importance of up-to-date Infrastructure
Microsoft’s response underscores the importance of maintaining up-to-date IT infrastructure and being open to assistance from service providers. The incident serves as a reminder for organizations to regularly review and upgrade their systems to prevent similar disruptions.
As the investigation continues, the aviation industry and IT service providers will be closely watching the outcomes to learn from this incident and improve their resilience against future IT challenges.
Related:
Resources:
- Why did Delta take days to restore normal service after CrowdStrike outage? Experts weigh in. – ABC News (go.com)
- Microsoft: Delta Struggled After IT Crash Because of Outdated Infrastructure | PCMag
Photo by max lewandowski: https://www.pexels.com/photo/delta-airlines-airplane-on-airport-17269497/
