‘Network Issue’ Causes Check-In Systems to Crash Worldwide; Passengers Report Massive Delays
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Update 9/28/17 10:31am: An Amadeus spokesperson confirmed to TPG that this issue has been resolved.
Airline passengers around the world have been facing disruptions on Thursday due to a “network issue.” Disruptions to check-in service have been reported from London’s Heathrow Airport (LHR), to Singapore’s Changi (SIN) and even in the US, such as Washington, DC’s Reagan Airport (DCA).
The disruption was caused by an internal issue with IT firm Amadeus. The company’s Altea software is used by more than 100 airlines around the world. Passengers traveling with a number of airlines, such as British Airways, Air France, KLM, Southwest, Lufthansa and more, have reported the delays when checking in.
Amadeus confirmed that its network did have a disruption and that it’s working to resolve it.
“Amadeus confirms that during the morning, we experienced a network issue that caused disruption to some of our systems,” an Amadeus spokesperson said. “As a result of the incident, customers experienced disruption to certain services.”
At this point, the company said that services are gradually being restored, and its technical teams are working to identify the cause and restore services as quickly as possible.
A spokesperson for London’s Heathrow Airport confirmed that the airport did face disruptions as a result of the outage, some of which are still ongoing.
“A small number of airlines are currently experiencing intermittent issues with their check-in systems at airports around the world — including at Heathrow,” the spokesperson said. “Passengers will still be able to check-in for their flight, although the process may take slightly longer than usual. We are working closely with our airlines to help resolve the issue as quickly as possible.”
Passengers have reported on social media delays to check-in both in the airport and online.
— Matthew Meagher (@mattmatt59) September 28, 2017
Passengers in airports around the world have been taking to social media with images of long lines for checking in.
— Shane Miles (@shane___miles) September 28, 2017
— Osama Nasir (@osamanasir) September 28, 2017
Some passengers have tweeted that they’ve missed flights because of the outage.
. @SouthwestAir I’ve been stuck at check in for an hour because your system decided to not work. Missed two flights so far.
— La Sombra Oscura (@xPRIIIMEx) September 28, 2017
Been at the airport since 5:45. Flight was supposed to leave at 7. @SouthwestAir system is down and we missed our flight. ?
— jay✨ (@Want_it_Allback) September 28, 2017
At this point the cause of the outage is not yet known, and it’s not yet known when the issue will be completely resolved. As a result, passengers around the world should be prepared for delays when checking in as Amadeus continues working on resolving the issue.
We reached out to Southwest to see how far-ranging the issue is in US airports, and will update this post as we hear back.
Both Amadeus and LHR apologized for any inconvenience caused by the network issue.
If you’re traveling Thursday, it could be a good idea to call your airline before arriving at the airport to see if there are any delays.
System outages causing delays isn’t new for airlines. In May, a worldwide IT outage forced British Airways to cancel all of its London flights. It ended up being a contractor error, costing the airline more than $100 million.
Featured image by RJ Sangosti / Getty Images.
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