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27 May 'worldwide' BA IT outage | practical assistance/advice [Clutter-free please]

27 May 'worldwide' BA IT outage | practical assistance/advice [Clutter-free please]

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Old Jun 1, 17, 3:24 am   -   Wikipost
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All IT systems are back up and running and BA are operating normal flight schedules.

PLEASE ASK ALL COMPENSATION RELATED QUESTIONS IN THE DEDICATED TOPIC: The 2017 BA compensation thread: Your guide to Regulation 261/2004. The full list of cancelled and delayed flights for Sunday is to be found here, though note that it is the arrival time that matters for delays.

Successful (or otherwise) reports for claims where the information would be of use to others would, however, be very welcome in this thread.

Monday flight cancellations for LHR listed here. Services to and from LGW, LCY and STN seem to be working more or less on time.. Telephone numbers for rebooking are in this post, note also the difference between what contact centres and airport staff can do, noted here.

Updated 29/05/2017 22:50 (UK time) Link to BA updates: https://www.britishairways.com/trave...VINF4more_news

Baggage
There are a significant number of bags at Heathrow which we will be reuniting with customers via couriers as soon as we can. This will be done free of charge. Please help us to get these to you as quickly as possible by ensuring we have your latest contact details by filing a delayed bag report.



If your journey was disrupted -
Because of the scale of the disruption, most passengers should expect to make their own arrangements to mitigate the disruption as BA will not have resources to assist all passengers. BA have a duty of care under EU Regulation 261/2004 and according to this letter handed out at Gatwick the following costs would usually be claimable from BA.
  • 25 for reasonable meal/refeshment expenses (per adult per day)
  • 2 reasonable phone calls per customer

If an overnight stay is required
  • 200 for a hotel room (for 2 people)
  • 50 Transport to/from the airport (round trip)

Although BA has suggested some guideline costs for duty of care, EU Regulation 261/2004 doesn't specify any monetary cap. By documenting (take a screen capture of a hotel comparison site for example) that there were no cheaper alternatives, it is possible that claims exceeding the guideline costs suggested by BA may be met. Expenses not covered by BA may be claimable from your travel insurance subject to possible policy excesses.

Duty of care is separate from fixed sum compensation (EUR 250 to 600 depending on the flight distance) for flight delays/cancellations, which may or may not be payable under EU Regulation 261/2004 depending on whether BA can show that the flight delay was caused by 'extraordinary circumstances' and that it took 'all reasonable measures' to avoid the resulting delay. Also, airlines do not usually entertain claims for consequential losses (for example, the cost of prepaid accomodation which you can't now use), so you would need to look to your travel insurance for these costs.

EU Regulation 261/2004 does not cover delayed/damaged/lost baggage. The Montreal Convention sets an upper limit for delayed/damaged/lost baggage compensation. For more information, visit the BA.com webpage on delayed/damaged/lost baggage.

You can read the forum thread for guidance on EU Regulation 261/2004 or check back on these forums later for more advice on claiming, but first of all look after yourself during this disruption.

Claiming expenses incurred during the disruption
https://disruptionclaim.britishairways.com/

Historic update as of 18:55 on Saturday

All BA flights from LHR and LGW are cancelled for the remainder of the day (Saturday 27th May). This is due to a major systems outage of most of BA's computer systems. The original cause of the outage was a power failure from which BA has found it difficult to recover.

Because Call Centre systems are also down, and their own web pages may be affected, BA is encouraging affected customer to seek updates via BA Twitter feed and Facebook page.

Alex Cruz has indicated that those passengers who no longer wish to fly with BA on their booking for today will be "fast tracked" for refunds. However, no mechanism for this has yet been communicated (7pm Saturday). Again affected customers are asked to follow the relevant Twitter and Facebook communication channels.

There are reportedly long delays leaving the airport with some customers claiming delays of many hours.
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Old May 27, 17, 7:39 am
  #166  
 
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Originally Posted by origin View Post
I thought XP was a bit too advanced for BA.
Win 95?

😱
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Old May 27, 17, 7:40 am
  #167  
 
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Well I've no idea if this is a sign of anything, but... since first thing this morning I kept getting an error searching for a reward flight, but it is now working again, albeit slowly.

This may or may not be an indication that whatever was 'globally out' is now back online. If so, hopefully BA can get flights moving ASAP.
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Old May 27, 17, 7:40 am
  #168  
 
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From what I can tell, literally everything has stopped working. I am on a day off today but have been called twice to see if I can go in.

Unfortunately it's a 'no' from me as I'm going up North today to make good my escape from BA.

From what my colleagues said on the phone we have lost our engineering compliance system as well which is not good! Most people are unable to log in to the network at all, from home my email, the intranet etc is unavailable. We aren't sure at this stage if these have been urged off to help with the fix or if they are also broken. The IT in the office has always been flakey at best but I don't think anyone expected this!
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Old May 27, 17, 7:43 am
  #169  
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Originally Posted by alextheengineer View Post
From what I can tell, literally everything has stopped working. I am on a day off today but have been called twice to see if I can go in.

Unfortunately it's a 'no' from me as I'm going up North today to make good my escape from BA.

From what my colleagues said on the phone we have lost our engineering compliance system as well which is not good! Most people are unable to log in to the network at all, from home my email, the intranet etc is unavailable. We aren't sure at this stage if these have been urged off to help with the fix or if they are also broken. The IT in the office has always been flakey at best but I don't think anyone expected this!
This is gold
Enjoy your day off.

Globalist.
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Old May 27, 17, 7:46 am
  #170  
 
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I wonder who drove down the costs of BA IT services and their upkeep and how big a bonus they earned for doing it.

As we know cutting costs is the only reason driver at BA and this is being described as catastrophic.

I wonder how long it will be when as a result of cost reductions there is a loss of life on a significant scale. The way things are going it will happen.
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Old May 27, 17, 7:49 am
  #171  
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Have they tried switching it off and on?

Seems like many system unrelated to Altea are affected as well. Will be interesting to know the cause, assuming they will ever disclose that.

They are trending on Twitter, so there is that. If I needed more of an incentive not to use BA again, this would probably be it.
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Old May 27, 17, 7:51 am
  #172  
 
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Originally Posted by alextheengineer View Post
From what I can tell, literally everything has stopped working. I am on a day off today but have been called twice to see if I can go in.

Unfortunately it's a 'no' from me as I'm going up North today to make good my escape from BA.

From what my colleagues said on the phone we have lost our engineering compliance system as well which is not good! Most people are unable to log in to the network at all, from home my email, the intranet etc is unavailable. We aren't sure at this stage if these have been urged off to help with the fix or if they are also broken. The IT in the office has always been flakey at best but I don't think anyone expected this!
Given BA senior management's treatement of and attitude toward many of the dedicated people working for the company of late, it wouldn't surprise me, if they stuck two fingers up at the company if asked to come in and work on their BH weekend off. I'm also not sure I would blame them!

Chickens. Home. Roost.
Might be my view.

Sadly it is passengers who end up suffering. Though I am sure many of the people who management simply think of as an expensive overhead won't take my attitude and will step up, as they always do, in spite of the way BA treats them.
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Old May 27, 17, 7:53 am
  #173  
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Originally Posted by henkybaby View Post
Have they tried switching it off and on?

Seems like many system unrelated to Altea are affected as well. Will be interesting to know the cause, assuming they will ever disclose that.

They are trending on Twitter, so there is that. If I needed more of an incentive not to use BA again, this would probably be it.
Someone asked the same question on Twitter, and given a comical answer back from BA.

M
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Old May 27, 17, 7:53 am
  #174  
 
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Originally Posted by Sharratt4 View Post
Given BA senior management's treatement of and attitude toward many of the dedicated people working for the company of late, it wouldn't surprise me, if they stuck two fingers up at the company if asked to come in and work on their BH weekend off. I'm also not sure I would blame them!

Chickens. Home. Roost.
Might be my view.

Sadly it is passengers who end up suffering. Though I am sure many of the people who management simply think of as an expensive overhead won't take my attitude and will step up, as they always do, in spite of the way BA treats them.
They'll just use this as a reason to outsource even more
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Old May 27, 17, 7:53 am
  #175  
 
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Originally Posted by henkybaby View Post
Have they tried switching it on and off?

Seems like many system unrelated to Altea are affected as well. Will be interesting to know the cause, assuming they will ever disclose that.

They are trending on Twitter, so there is that. If I needed more of an incentive not to use BA again, this would probably be it.
Ya, was just wondering if this is all on the BA IT side, or something on the Altea side, or both. Doesn't seem like they've started pointing fingers yet, so I'm going with something at a BA datacenter.
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Old May 27, 17, 7:54 am
  #176  
 
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We were in line for bag drop at LGW for a trip to Faro - all the checkin/bag drop staff left and then came round saying everything before 6pm cancelled. Phoned the Silver line and told nothing doing, call back in 3 hours.

Is it decent advice to just sit it out and let BA deal with us? I did look at alternative flights but all booked bar TAP at 900 each!
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Old May 27, 17, 7:54 am
  #177  
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I've a friend flying ABZ-LHR-FRA tomorrow at noon.

I told her to buy another ticket on KLM and to avoid LHR altogether due to the ripple and domino effect today's outage.

Would BA refund her? She absolutely has to be in Frankfurt by 7pm which is when she is scheduled to arrive. I doubt she will make it seeing that LHR will still be a mess tomorrow.
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Old May 27, 17, 7:55 am
  #178  
 
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With such a broad range of systems affected, I wonder whether this is more likely to be network or storage related - it's got to be something fairly low down in the Infrastructure such that it's taking several hours to restore service.

Hope everyone that is caught up in the mess can fine their way through it.
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Old May 27, 17, 7:56 am
  #179  
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Exclamation Housekeeping notice

I have streamed the parallel BA.com (is it up or is it down?) discussion into a stand-alone sister thread. You can find it here:

http://www.flyertalk.com/forum/briti...nsiveness.html

Prospero
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Old May 27, 17, 7:56 am
  #180  
 
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Originally Posted by Robshaw236 View Post
I'm due to fly back to LHR from BOS this evening and as the incoming flight from LHR has been cancelled (due to depart at 11:15am BST) I am assuming that I won't be going anywhere.
BA 213 (LHR-BOS), scheduled to depart at 11:15 BST, actually departed at 14:26 BST, and is expected to arrive with a 2:30 hrs delay.
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