Passengers affected by British Airways IT problems eligible for compensation

Marcus Newton
June 13, 2017

The computer crash affected BA's booking system, baggage handling, mobile phone apps and check-in desks, leaving passengers facing long queues and confusion in airports or delays while planes were held on runways.

Mr Cruz said: "On Saturday morning at around 9.30 there was indeed a power surge that had a catastrophic effect over some communications hardware which eventually affected all the messaging across our systems".

Speaking to customers via videos posted on the BA Twitter account, the company's chairman and CEO, Alex Cruz, said, "I know this has been a awful time for customers".

The airline said it hoped to operate a near-normal schedule of flights from Gatwick, London's other major airport, and the majority of its Heathrow services.

On Sunday, the airline said that it would aim to resume a "full schedule" at Gatwick as well as the majority of services from Heathrow.

BA had to cancel a total of eight flights from Dublin to Heathrow between Saturday, Sunday and Monday as a result. Operations were gradually recovering by Monday, when just 50 flights to and from its main London Heathrow hub were canceled and operations were back on schedule at Gatwick.

Mr Cruz said the airline was "committed" to following all compensation rules.

"A power supply issue should not bring an airline to its knees", said Gil Hecht, CEO of consultancy Continuity Software.

Cruz revealed that 75,000 passengers had been affected in total, but said that three-quarters of those will have reached their destinations by the end of Monday.

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Spanish-listed shares of parent company IAG, which also owns carriers Iberia, Aer Lingus and Vueling, dropped 2.8 percent on Monday after the outage.

Thousands of passengers had their travel plans disrupted as a result of the problem, with one workers' union blaming the outsourcing of IT jobs to India for the chaos, a claim denied by the airline.

The U.K. carrier is still processing thousands of passengers who missed flights or lost their luggage.

An AFP photographer at Heathrow's Terminal 5 on Saturday said many travellers were waiting outside the departure area with their luggage in "chaotic" scenes.

In a tweet, Heathrow said it had "mobilized additional Heathrow colleagues to assist passengers at the terminals and give out free water and snacks".

The airline is urging customers to check that their flight is operating before heading to the airport.

"All passengers whose flights have been cancelled should not travel to the airport unless they have already rebooked onto another flight".

And in July, Southwest Airlines canceled more than 1,000 flights following a system failure.

Other reports by MaliBehiribAe

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