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The BA Computer Failure (3)

May 31, 2017

From The Guardian

See also Adam’s earlier post

An interesting comment in the thread re BA record on IT

10 11

“With two check-in meltdowns last year the airline must have known there were bugs in the system that needed fixing.” Come on Patrick, are you trying to play down all the recent British Airways failures? Why?

BA have had six major IT failures in 12 months, 12 months since outsourcing their IT, yet you and the other representatives of the British media seems to have difficulties in keeping the track of all but the most recents events in which always the blame was shifted onto IT glitches, never on cost cutting, outsourcing of staff and endemic lack of investment in IT infrastructure.

Maybe we need in this country a national dashboard with flight delays. However, I guess that won’t be possible due to so many hungry solicitors running lucrative businesses which are promising to successfully claim compensations for flight delays.

30 May 2016
Computer failure causes delays at New York’s John F. Kennedy Airport
By Joshua Berlinger and Joe Sutton, CNN
 Updated 1246 GMT (2046 HKT) May 30, 2016

J.F.K. Computer Glitch Wreaks Havoc on Air Passengers

A year ago, on 30th of May 2016 I was one of the passengers flying from London Heathrow to New-York, JFK, so I can can share my own experience with regards to BA delayed and cancelled flights. I can also say that BA declined to pay the compensation for the flight which was delayed more than 4 hours. To make matters worse, BA cancelled our flight back and informed us quite in the last minute. For cancelled flights one cannot use the “Manage my Booking” BA system, and one needs to call BA customer services. If, the outage is during a Bank holiday, then the customers must call an UK customer service.

19 June 2016
British airways passengers flying from Gatwick and Heathrow airports are facing long delays after a worldwide IT glitch at check-in desks yesterday

18 July 2016
BA apologises for check-in delays at Heathrow and Gatwick
“British Airways has apologised to passengers who faced long delays at check-in at Heathrow and Gatwick airports on Sunday.
The airline is upgrading its check-in system and problems led to lengthy queues on one of the busiest days of the year for the airports.
Among those affected was TV presenter Phillip Schofield, who ended up missing his flight at Heathrow.”

6 September 2016
British Airways computer failures cause ‘worldwide’ passenger misery
“British Airways has apologised to passengers for delays after an IT glitch hit check-in systems.
Angry travellers complained of hours queuing at airports and some reported they had been told the problem was worldwide.”
British Airways apologises to delayed passengers
British Airways computer outage causes flight delays
Sooner or later IAG (British Airways) will be under pressure from investors and its customers to weigh up the impacts of cost cutting on the British Airways brand and the effects on customer service.

14 November 2016
British Airways CHAOS at London Heathrow: Huge delays at airport after check-in failure
TERMINAL SITUATION British Airways passengers face Heathrow Terminal 5 ‘chaos’ after check-in system fails AGAIN

27-28 May 2017
British Airways: Chaos continues at Heathrow

Besides the bigger “outages” in places such as Terminal 5 – Heathrow, there were numerous other outages, all blamed on issues such as: rolling out a new check-in system, power failures, generic IT glitches, computer outages, etc.

It is beyond worrying that company such as British Airways is not scrutinised by our MPs on its poor response time and lack of best practises in their DRPs.

What is the notional guidance in aeronautics and aviation and who is the UK independent body/ organisation which should look into airlines major computer glitches?

Awareness and outreach are the two primary challenges that seem to be suppressed by the offender – IAG (British Airways).

Legacy systems are problems for boardrooms not computer geeks

Airline tech increasingly at risk due to legacy systems

“Problems experienced by Delta and BA are down to decades old mainframe systems being integrated with new tech, Syntel’s Srinath Mallya tells Ian Taylor

Major airlines are at increasing risk of system breakdowns due to the challenges of integrating digital technology with old booking systems.”
Posted by Ian Taylor on Sep 8th, 2016 at 07:16

The risk is ageing platforms are seen as tech rather than business concerns

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