• August 12, 2020

British Airways passengers stranded after IT failures

British Airways says it has fixed the IT glitch which caused more than 100 flights to be cancelled and more than 200 others to be delayed.

The airline said flights were returning to normal but warned that there may be “knock-on operational disruption”.

At least 117 flights had been cancelled at Heathrow Airport, with 10 cancelled at Gatwick Airport.

The problem had caused BA to revert to using manual systems for check-in at airports, causing long queues.

It has apologised for the disruption and said customers on short-haul services from Heathrow, Gatwick and London City can rebook another day.

“A number of flights continue to operate but we are advising customers to check ba.com for the latest flight information before coming to the airport,” it said, adding that passengers should allow extra time.

The airline said the issue was not a global problem, and involved two separate systems – one which deals with online check in, the other that deals with flight departures.

The issues are affecting flights across its network but not at every airport, it added.

Passengers have been invited to rebook flights on any other day up to next Tuesday.

Travellers have been expressing their frustration on social media.

One holidaymaker at Gatwick Airport tweeted that he was stuck on the ground because the “pilot can’t get data.”

Another disgruntled customer at Manchester Airport said he was meant to be on the BA1385 flight, but was told at the gate that there was a “worldwide British Airways system outage”.

Speaking to BBC News, Kieran Healey-Ryder, from Glasgow, said he chose to disembark his 7am flight from Glasgow to London following a two-hour delay.

“We boarded at about 6.30am and pretty quickly they said there had been an IT outage across their network and they were unable to depart,” he said.

“Unfortunately it doesn’t look like we’ll be making it down to London today,” he added.

In this case – when the disruption appears to be the fault of the airline – passengers may well be entitled to additional compensation under EU rules. This requires passengers to make a claim to the airline, and the level of payout depends on the type of flight and the length of delay.

Source: BBC


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