Microsoft Rebuts Delta's "Blue Screen" Accusations, Claiming Airline Shifted Blame to Tech Giant

Microsoft Rebuts Delta's "Blue Screen" Accusations, Claiming Airline Shifted Blame to Tech GiantOn August 7, Microsoft responded to accusations made by Delta Air Lines regarding a "Microsoft blue screen" incident. Microsoft stated that Delta unfairly blamed the company for the cancellation of thousands of flights, exaggerating Microsoft's actual role in the event

Microsoft Rebuts Delta's "Blue Screen" Accusations, Claiming Airline Shifted Blame to Tech Giant

On August 7, Microsoft responded to accusations made by Delta Air Lines regarding a "Microsoft blue screen" incident. Microsoft stated that Delta unfairly blamed the company for the cancellation of thousands of flights, exaggerating Microsoft's actual role in the event. Microsoft asserted that Delta was attempting to divert public attention away from its own operational issues by placing the blame on a tech giant.

The incident stemmed from a flawed software update pushed to Microsoft Windows users by cybersecurity firm CrowdStrike in mid-July, which resulted in system outages for numerous businesses, including multiple airlines. While most airlines quickly resumed operations, Delta faced a multi-day ordeal, canceling over 5,000 flights more than a third of its total flight volume within four days.

Delta CEO Ed Bastian estimated the incident cost the company approximately $500 million. Subsequently, he announced that the airline had commissioned law firm Boies Schiller Flexner to initiate legal action against both Microsoft and CrowdStrike. CrowdStrike has already countered these accusations this week.

Microsoft, while expressing "sympathy" for Delta and its customers, maintained its innocence and stated it had repeatedly offered free assistance after the malfunction. Microsoft extended this offer from July 19th to 23rd, but Delta declined each time. Microsoft CEO Satya Nadella personally contacted Bastian on July 24th but has yet to receive a response.

In a letter to Deltas legal team, Microsoft lawyers asserted that Deltas refusal of assistance might be linked to the airline's significant challenges managing its crew tracking and scheduling computer systems, which are maintained by third-party providers, including IBM. Microsoft also criticized Deltas outdated information technology approach, stating, "Our preliminary assessment suggests that Delta has demonstrably failed to adequately modernize its IT infrastructure compared to its competitors, hindering both customer experience and effective support for pilots and flight attendants."

On Tuesday, Delta issued a statement refuting Microsoft's accusations. The company asserted, "Delta is committed to providing our customers with safe, reliable, and high-quality service, and we have significantly invested in IT operations and capital expenditures since 2016." Previously, Deltas lawyers had stated in a letter to Microsofts Chief Legal Officer, "We have substantial reason to suspect that Microsoft failed to fulfill its contractual obligations and that Microsoft exhibited gross negligence, if not deliberate misconduct, in the matter of the faulty update released by CrowdStrike, directly causing the crash of the Windows system."

Microsoft, in turn, has demanded Delta preserve all documents related to the flight disruptions and has made it clear that, should Delta pursue legal action, Microsoft will "vigorously defend itself."

Points of Dispute between Microsoft and Delta:

• Responsibility: Delta accuses Microsoft of gross negligence, or even deliberate misconduct, in the matter of the faulty update from CrowdStrike, resulting in the Windows system failure and subsequent flight cancellations. Microsoft counters that it is not at fault and repeatedly offered free assistance, which Delta rejected.

• IT Infrastructure: Microsoft points to Deltas outdated information technology and inadequate modernization of its IT infrastructure, impacting operational efficiency and customer experience. Delta counters that it has invested heavily in IT operations and capital expenditures.

• Transparency: Microsoft demands that Delta preserve all documents related to the flight disruptions and states it will vigorously defend itself if Delta pursues legal action.

Currently, the two parties have not reached an agreement, and the dispute surrounding the "blue screen" incident continues. Further developments remain to be seen.