A legal dispute has intensified between cybersecurity firm CrowdStrike and Delta Air Lines following a global technology outage that caused widespread disruptions. Initially blamed on a faulty software update from CrowdStrike, the outage led to Delta canceling around 5,000 flights—about 37% of its schedule—over a span of four days. The question now arises: Who is responsible for the outage—CrowdStrike or Delta?
Delta Points Fingers, CrowdStrike Pushes Back
Delta’s CEO, Ed Bastian, estimated the financial impact of the outage at $500 million, citing costs for passenger compensation and accommodations. In response, Delta has enlisted top law firm Boies Schiller Flexner to pursue legal action against CrowdStrike.
CrowdStrike, represented by Quinn Emanuel Urquhart & Sullivan, refuted Delta’s claims in a formal letter. They acknowledged the software update’s role in the outage but pointed out that other businesses, including airlines, recovered within a couple of days. In contrast, Delta faced significant delays, with 75% of its remaining flights running late.
Breakdown in Communication
CrowdStrike apologized for the disruption and emphasized their efforts to support Delta’s IT team during the incident. They also stated that their CEO had offered on-site assistance, which Delta neither acknowledged nor accepted. CrowdStrike questioned Delta’s prolonged recovery time compared to other airlines and suggested that any liability should be capped at $10 million.
Investigation and Expert Opinions
The U.S. Department of Transportation has launched an investigation into the matter. Secretary Pete Buttigieg noted that Delta’s reliance on the affected software and its overloaded crew scheduling system may have made the airline more susceptible to the outage.
While American and United Airlines bounced back relatively quickly, experts suggest Delta’s extended recovery stemmed from its heavy reliance on cancellations over delays and the operational intensity at its main hub in Atlanta.
Learning from the Past
This incident mirrors Southwest Airlines’ struggles in 2022 when winter storms triggered massive disruptions. Southwest’s lack of adequate equipment and overwhelmed crew scheduling system led to the cancellation of nearly 17,000 flights over ten days.
Conclusion
As the investigation unfolds and legal actions progress, it remains clear that proactive measures and robust IT infrastructure are crucial for managing such crises. At Protected Harbor, we pride ourselves on delivering unmatched uptime and proactive monitoring to prevent and swiftly address any issues. Our commitment to excellence ensures that our clients enjoy seamless operations, well above industry standards.
For more insights on tech outages and proactive IT solutions, check out our previous blog on the Microsoft CrowdStrike outage.