Passengers have described “bedlam” at UK airport check-ins after a global IT outage on what was due to be the busiest day for flying since the start of the pandemic, while train networks have also been disrupted.
More than 1,000 flights have been cancelled worldwide as Microsoft Windows systems used by airlines, airports and some air traffic systems were affected by the outage.
Several US carriers, including American Airlines and Delta, temporarily grounded all flights. The Dutch airline KLM said flight handling was “impossible” and it would largely suspend operations on Friday morning, while Swiss air traffic had to cut flights by 30%. Problems were also reported in India, Japan and Australia.
In the UK, London Gatwick and Luton were among the hubs where airline check-in systems were hit, while the biggest commuter rail network, GTR, said its Thameslink and Southern trains were disrupted due to communications systems failing.
The transport secretary, Louise Haigh, said her department was “working at pace with industry and across government on the issue”.
A passenger at Gatwick, the UK’s second busiest airport, said he had queued for more than three and a half hours at check-in, with staff handing out water to those waiting on what was expected to be the UK’s hottest day of the year so far.
Dean Seddon, 42, from Plymouth, told the PA news agency he had queued since 6am for a flight to Miami with Norse Atlantic Airways. “There are just people everywhere, there must be 400 people in this queue for the check-in desk I’m at … it’s just bedlam,” he said: “[Staff are] doing the best they can but they don’t actually know when it’s going to be fixed, so it is frustrating, but you kind of feel for the staff as well.”
The outage hit after the first wave of UK morning flight departures had checked in, sparing some from the worst of the disruption.
The budget airlines Ryanair and easyJet said the situation was out of their control and advised passengers to arrive at airports early, with some flights switching to manual check-in. EasyJet said customers should expect longer airport queues and advised those travelling from Spanish airports, in particular, to arrive three hours before their flight.
Wizz Air said its website, online check-in and apps were all affected and passengers would need to check in manually.
British Airways said some of its flights were “likely to experience disruption” as the outage had “caused issues across our operational systems”.
There were long queues at Luton airport, while Edinburgh airport said waiting times were extended. Heathrow said the outage was “impacting select systems” but flights were operating and it was “implementing contingency plans to minimise any impact” on journeys.
At Palma de Mallorca airport, Jemma Wheeler, 30, told the BBC that her family of five had been standing in a queue for three hours. “We only came for a five-night short break. We thought it was a quick two-hour flight and we would be back in no time to enjoy the nice weather at home,” she said.
Clive Wratten, the chief executive of the Business Travel Association, said the IT issues were having a significant impact on global travel. “Our travel management companies are working flat out to find new arrangements and reassure passengers stuck around the world,” he said.
after newsletter promotion
The analytics firm Cirium said 1,390 flights had been cancelled globally by just 11am UK time. More than 3,200 departures from the UK had been scheduled for Friday, its busiest day since 2019.
The UK air traffic control provider Nats, which had a major IT failure last summer, said its systems were operating normally.
On the trains, the National Rail site said there were “widespread IT issues across the entire network”. It said: “Some train operators are unable to access driver diagrams at certain locations, leading to potential short-notice train cancellations. Additionally, other key systems, including real-time customer information platforms, are also affected.”
A spokesperson for the Rail Delivery Group said: “We are sorry for any customers experiencing disruption to their journeys today. Most trains are still running across the country and rail staff will be able to provide the latest information to customers in person.”
South Western Railway said all of its ticket vending machines had stopped working due to IT issues.
Among other operators affected were West Midlands Trains, Avanti West Coast, Great Western Railway and TransPennine Express.
Network Rail, which manages the railway infrastructure, was unaffected.
