The issue began after a software update from the global cybersecurity firm CrowdStrike last month caused problems for Microsoft’s customers, including several airlines. While disruptions quickly eased for most major U.S. carriers, Delta continued to experience issues.
According to Microsoft its preliminary review suggested that Delta, unlike its competitors, apparently had not modernised its IT infrastructure.
Delta says it has invested billions of dollars in IT capital expenditures since 2016, in addition to the billions it spends every year in IT operating costs.
“Delta has a long track record of investing in safe, reliable and elevated service for our customers and employees,” a company spokesperson said.
The recent flight disruptions have left hundreds of thousands of travelers stranded and are projected to cost Delta Airlines around $500 million. The Atlanta-based airline is also under investigation by the U.S. Transportation Department in connection with these disruptions.
To address the situation, Delta has enlisted renowned litigator David Boies of Boies Schiller Flexner, who is recognised for handling high-profile business disputes, to pursue damages from both CrowdStrike and Microsoft.
In a letter, Mark Cheffo, a lawyer for Microsoft, called the airline’s comments “incomplete, false, misleading, and damaging to Microsoft and its reputation.”
“Microsoft’s software had not caused the CrowdStrike incident, but the tech giant immediately offered to assist Delta at no charge. Its CEO Satya Nadella emailed Bastian, but never got a reply, says.” Cheffo
Last week, Delta’s CEO Ed Bastian told CNBC that while the airline heavily relies on the two tech companies, they had failed to deliver an “exceptional service.” In the interview, he also said that Microsoft had the “most fragile platform.”
Microsoft stated that its employees made several offers to assist Delta after the outage, but the airline declined their help.
The tech gaint alleged that Delta was using other technology providers for its crew-tracking and scheduling systems, which might have influenced its decision to refuse assistance.
Microsoft’s spokesperson, Cheffo, confirmed that the company would “vigorously” defend itself if Delta decides to pursue legal action.
CrowdStrike has also denied any responsibility for the flight disruptions. The cybersecurity firm noted that its CEO personally contacted Delta CEO Ed Bastian to offer onsite support but received no response.
