Microsoft has responded to Delta Air Lines’ criticism regarding the recent IT outage, emphasizing that Delta ignored multiple offers of assistance, including an email from Microsoft CEO Satya Nadella. Delta’s CEO, Ed Bastian, had publicly blamed both Microsoft and CrowdStrike for the incident, which he claimed cost the airline $500 million.
In a letter addressed to Delta’s lawyers, Mark Cheffo, co-chair of Dechert’s global litigation practice, stated that Delta’s comments were incomplete and misleading. The letter explained that Microsoft had offered free help immediately following the outage on July 19, and continued to offer assistance daily until July 23, but was repeatedly turned down by Delta. Despite this, Bastian had criticized Microsoft in a CNBC interview, questioning the reliability of their software.
Cheffo’s letter also pointed out that on July 22, a Delta employee declined Microsoft’s help, stating that “all was good” even as the airline canceled over 1,100 flights. More senior Microsoft executives, including Nadella, also reached out without receiving a response. The letter suggested that Delta’s refusal to accept help might be due to issues with non-Windows systems serviced by other providers such as IBM.
Microsoft implied that Delta’s outdated IT infrastructure, which relies on various technology providers, exacerbated the impact of the CrowdStrike outage. Unlike other airlines that quickly resumed operations, Delta’s critical crew-tracking and scheduling systems remained offline for days, resulting in widespread cancellations and stranded passengers. Microsoft requested Delta preserve all documents related to the incident and stated its readiness to defend itself vigorously if litigation proceeds.
Earlier, CrowdStrike had also claimed that Delta declined its on-site assistance during the outage. The combined statements from Microsoft and CrowdStrike suggest deeper systemic issues within Delta’s IT operations, highlighting the airline’s struggle to restore its systems compared to its competitors. Delta, yet to file a lawsuit, maintains it must protect its stakeholders from the financial and reputational damages incurred.
