System failure causes airport delays for passengers

Tomas Mccoy
September 29, 2017

Passengers at a number of airports around the world are being delayed due to a fault with a passenger management system called Amadeus Altea.

Overseas, the Amadeus malfunction affected British Airways travelers out of Heathrow and Gatwick airports in London, as well as passengers flying out of airports in Frankfurt, Melbourne, Singapore and Paris.

It is not clear if all the airports facing the problem are going through the same glitch that Gatwick Airport was facing and if the issue has been resolved yet.

Altea helps airlines manage customer reservation.

Norwegian Air, South African Airways, Singapore Airlines and Air France also confirmed issues to El Reg. "As a result of the incident, customers experienced disruption to certain services", a company spokesperson said in a statement emailed to NPR.

The knock-on effects of the delays are still being seen at airports around the world, although it appears that check-in software is functioning normally now. It is unclear if there's been a software glitch, or a malicious attack by hackers on the system.

Passengers are seen waiting to check in for flights at London's Heathrow airport in this file pic. Technical teams had identified the cause of the outage and restored services, the company said, adding that services were gradually being restored.

"We understand that (the affected system) has resumed (at about 6pm) and it is being recovered", said the Changi Airport spokesman.

"Heathrow said it was causing "intermittent" problems, but that passengers were still able to check-in, 'although the process may take slightly longer than usual'".

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