Delta CEO Ed Bastian has accused Microsoft and cybersecurity firm CrowdStrike of being responsible for the massive IT outage that caused Delta to cancel thousands of flights last month. The outage, which cost the airline an estimated $500 million, was allegedly triggered by a faulty software update from CrowdStrike that affected millions of computers running Microsoft Windows. In response, Microsoft’s Mark Cheffo pointed out that Delta’s competitors were able to recover more quickly from the incident, implying that Delta’s failure to modernize its IT infrastructure was a contributing factor.
Delta’s Defense
Delta has vehemently defended its technology investments, stating that it has been committed to investing billions of dollars in IT capital expenditures since 2016. The airline emphasized its track record of providing safe, reliable, and elevated service to its customers and employees. Delta’s response to Microsoft’s allegations highlights the complexities of managing IT systems for a major airline, especially in the face of unforeseen challenges like the global IT outage.
Microsoft’s Offer to Assist Delta
Despite the accusations flying back and forth between Delta and Microsoft, the tech giant claimed that it had offered to help Delta for free during the crisis. Microsoft employees allegedly reached out to Delta multiple times between July 19 and July 23, offering assistance to resolve the IT issues. However, Delta reportedly turned down the offers of help, opting to handle the situation internally.
Microsoft’s lawyer, Mark Cheffo, highlighted that Delta’s reliance on other technology providers like IBM and Amazon for essential systems like crew-tracking and scheduling may have contributed to the challenges in restoring operations post-outage. In recent years, Delta has entered into partnerships with IBM and Amazon for cloud services and hybrid-cloud architecture, demonstrating a diversified tech ecosystem that goes beyond Microsoft’s offerings.
The clash between Delta and Microsoft underscores the importance of robust IT infrastructure and proactive technology management in the airline industry. As technology plays an increasingly critical role in aviation operations, airlines must prioritize resilience, agility, and collaboration with technology partners. Delta’s experience serves as a cautionary tale for other airlines seeking to modernize their IT systems and ensure seamless operations in the face of unforeseen disruptions.
The technology battle between Delta Airlines, Microsoft, and CrowdStrike highlights the complexities of managing IT systems in a high-stakes environment like the aviation industry. While accusations and counterclaims have been exchanged, the incident underscores the need for airlines to invest in modernizing their technology infrastructure and collaborating effectively with technology partners to navigate unforeseen challenges. As Delta and Microsoft continue to address the aftermath of the IT outage, the key takeaway is the critical role of technology in ensuring the reliability and safety of airline operations.