Holiday havoc as computer meltdown grounds all BA f lights
Thousands stranded – and there’ll be ‘worldwide chaos’ today
BRITISH Airways warned families they face travel chaos today after it cancelled scores of flights yesterday from Heathrow and Gatwick following a ‘catastrophic’ computer crash.
Families trying to get away for the Bank Holiday were caught up in the chaos, with the knock-on effect spreading around the world.
Nearly 300 flights were cancelled worldwide, affecting tens of thousands of travellers.
Furious passengers in the UK, United States, Rome, Lisbon, Milan, Stockholm and Malaga were among those forced to sit in aircraft stranded on the tarmac for hours.
Others told of confusion at Heathrow’s Terminal 5 as they were stuck in massive queues after being unable to check in online – with many missing flights that did depart earlier in the day.
Glasgow was also badly affected, with all BA flights cancelled.
As the congestion grew, BA warned passengers to stay away from Heathrow and Gatwick, eventually having to cancel all flights until midnight last night.
BA apps and parts of its website were not working for several hours. Staff were forced to write the limited flight information they had on whiteboards after digital systems and tannoys failed.
Travel experts said BA had suffered a ‘massive, unprecedented system outage’ that would have ‘a huge knock-on effect for passengers for days to come’.
The airline apologised for the meltdown, though it denied speculation of a cyber attack, instead blaming a ‘power supply issue’. However, IT experts criticised the airline’s computer system, which has crashed worldwide several times since it was updated last year.
Brian Lord, a former GCHQ director and managing director of computer security firm PGI Cyber, said: ‘This is the sixth time BA’s systems have gone down and suggests they are vulnerable to hackers similar to the NHS.
‘It might be a computer glitch this time but you would expect a multinational operating a 24-hour service to be a lot more robust than this. People will be worried that if something like this can happen then what else is possible? Will planes start dropping out of the sky?’
By late afternoon yesterday, Terminal 5, one of BA’s main hubs, was crowded with stranded passengers. In Glasgow, scores were also left waiting.
A spokesman for BA said: ‘Outbound flights from London to Glasgow have been cancelled, meaning flights back from Glasgow have been cancelled as well. We will try to get things up and running as soon as possible.’
Susan Middleton, 60, from Glasgow, had been about to jet off to Calgary, Canada, but was instead waiting at the end of a huge queue with husband Robert.
She said: ‘Nobody knows what’s happening. We’re waiting in a line to see if we can rebook for tomorrow, but what’s the point if their systems are down, and what if those flights are full? I booked through a tour company and if I go with a different airline it might invalidate my homeward flights.
‘It’s the attitude of the BA staff. Where are they? There are a couple of people on check-in but otherwise there’s nobody here.’
One first-class passenger said: ‘We have been here since 10 this morning – we were on our way to Toulouse. I had to go on the internet and rebook on a different airline myself because their systems were down. British Airways should be more forthcoming. They started out by telling me that Gatwick Airport had been struck by lightning.’
Phil Davies, who writes for Travel Weekly, spoke to The Mail on Sunday at Gatwick while held on the tarmac for five hours en route to Barbados with his family.
He said: ‘This is a logistical nightmare for BA. Not only has the airline got to deal with people who can’t fly today, but their planes will be in the wrong places all over the world for the next few days. The compensation bill will be huge – they will have to pay each person on a long-haul flight €600 [£525]. Plus, there will be bills for accommodation.’
Yesterday evening, some passengers hoping to travel today could check in online. BA said: ‘We are working hard to get anyone due to fly on Saturday on to the next available flights. Those unable to fly will be offered a full refund.’
‘It’s the attitude of the staff – where are they?’