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Saturday, 27 May 2017

British Airways computer systems crash across the world sparking chaos at airports; Network-wide issues; IT outage


Update: our friends have managed to leave the airport and have gone home, without their luggage.

It seems doubtful that they will be able to fly tomorrow, either. "Complete madness and chaos at Heathrow".


Just heard from friends stuck at Heathrow - MailOnline: 'It's carnage': British Airways computer systems crash across the world sparking chaos at airports with huge queues and passengers stuck on planes

I was due to meet them in Corfu at 4.50pm Greek time:

British Airways – BA 654- SCHEDULED - 11:35 AM,  4:50 PM

No news.  BA online Flight Status still indicates a slightly earlier arrival at 1641!


Updated arrival (Local time)16:41
Saturday 27 May
Is the system still down? Obviously it is, as our friends have absolutely no news at Heathrow. They don't know how many hours they will have to spend there, having already checked in.

BBC News - British Airways: Computer problems cause flight delays


British Airways‏@British_Airways  - "We apologise for the current IT systems outage. We are working to resolve the problem as quickly as possible".

"Network wide system issues - Saturday 27 May", updated 27/05/2017 11.48 AM (UK time)

Summary

"We are experiencing network wide system issues which are impacting our operation as well as our contact centres and some aspects of ba.com, including online check-in...We are sorry for the inconvenience caused. Please try again later".


Hacking or lightning? British Airways cancels flights as major IT failure causes worldwide delays, The Guardian - "All BA planes grounded before 6pm BST on Saturday"; "no evidence a cyber attack had caused the outage".


It seems more and more likely that there was a cyber attack on BA's systems. This has been denied by the airline.

Poor passengers...many people stuck for hours inside aeroplanes on the runway. Even worse than in the terribly congested airport.

From The Sun - Havoc for British holidaymakers – but airline denies cyber attack

From The Guardian - BA said there was no evidence a cyber-attack had caused the outage.
The GMB union said the airline’s decision to outsource hundreds of IT jobs to India last year was behind the problems.


From MailOnline - an update

Update, Sunday,  BBC News - BA aims to resume most UK flights after IT failure


From ba.com: Welcome to ba.com


Major IT system failure, latest information at 23.30 Saturday May 27

"Following the major IT system failure experienced throughout Saturday, we are continuing to work hard to fully restore all of our global IT systems.

Flights on Saturday May 27

We are extremely sorry for the significant levels of disruption caused to customers and understand how frustrating their experiences have been.

Affected customers can claim a full refund or rebook to a future date for travel up until the end of November 2017. Customers are urged to keep any food, transport or accommodation receipts and can make a claim in due course through our Customer Relations teams. There are a significant number of bags at Heathrow which we will be reuniting with customers via couriers as soon as we can. This will be done free of charge.

Please don.t come to Heathrow to collect your delayed bags, as they are in the process of being sorted for onward distribution in secure airside locations.

Flights on Sunday May 28

Although some of the IT systems have returned, there will be some knock-on disruption to our schedules as aircraft and crews are out of position around the world.

We are repositioning some aircraft during the night to enable us to operate as much of our schedule as possible throughout Sunday.

At this stage we are aiming to operate a near normal schedule of flights from Gatwick and the majority of our Heathrow services.

Please do not come to the airports unless you have a confirmed booking for travel.

We recognise the uncertainty that some customers may be feeling and have therefore extended our flexible booking policy.

If you are due to fly to/from Heathrow or Gatwick on Sunday May 28 or Monday May 29 and no longer wish to travel, even if your flight is still operating, you can rebook to travel up to and including 10 June".


IT meltdown, MailOnline

British Airways: turmoil continues after IT failure grounds flights, The Guardian


With great difficulty, my friends have managed to rebook, but not until Wednesday. They have to leave again on Monday: only five nights in Greece instead of nine, and they will only bring hand luggage. Huge inconvenience for everyone. At least they're coming...we fervently hope...


Disruption continues, 29 May, Euronews - "BA has however taken to Twitter to say it will be running a full schedule at London Gatwick today and intends to operate a full long-haul and some short haul services from Heathrow"


Alex Cruz's updated customer message - 28th May 2017


British Airways flight chaos lessens after weekend of disruption, BBC News


BA computer crash: passengers face third day of disruption at Heathrow, The Guardian

"Cancellations on Monday morning included flights to Stockholm, Vienna and Dublin, as well as several domestic routes. Delays were typically less than half an hour".


From The Economist: A computer failure at British Airways causes chaos

"For those caught up in the turmoil, it will simply confirm how the service standards of this national airline have deteriorated. Indeed in some respects it showed a chilling disregard for customers...The whole experience was alarming. The BA staff clearly were as poorly informed as the passengers; no one in management had taken control. No one was prioritising those passengers who had waited longest. No one was checking that planes were on their way before changing flight times. BA has a dominant position, in terms of takeoff slots, at Heathrow, Europe's busiest hub. On the basis of this weekend's performance, it does not deserve it".


From The Telegraph: The demise of British Airways? From computer failures to the end of free food - how it stopped being the world's favourite airline


British Airways chaos wipes £360m off the value of owner IAG as boss says he won't resign, Telegraph Business

What went wrong at BA? BBC News

Computer says no - British Airways botches its response to its latest technical woes, The Economist

British Airways says IT chaos was caused by human error, BBC News


Does British Airways' explanation stack up? BBC News


Update- The Telegraph, 28 July 2017, British Airways probe into IT power failure nears end as owner IAG enjoys soaring profits


































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