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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, 4:42 am
  #61  
 
Join Date: Mar 2003
Location: Dorchester, Dorset UK
Programs: BA Blue, BMI, ANA, HH Blue, SPG Gold
Posts: 1,762
LGW

lgw is also affected. Nine members of my family are on the 2037 to Orlando and are stuck at the gate. Yesterday when we flew out there were baggage issues but of course that's nothing to do with BA, but one wonders whether there are glitches or bugs in all the systems.
botham is offline  
Old May 27, 17, 4:42 am
  #62  
 
Join Date: Mar 2017
Location: Luxembourg
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417 about to taxi out again, should be into LHR at 1.30, although if it's still full who knows where we'll actually get parked on arrival.
andrewdrinks is offline  
Old May 27, 17, 4:43 am
  #63  
 
Join Date: Oct 2016
Location: London
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Originally Posted by Mapman View Post
The IT system in my garden shed is rather robust. UPSs, redundancy in backups, backups of backups, redundant fibre connections, dual aircon systems, etc...

Not rocket science. Perhaps I should bid when the next tender comes up...
Now thats a system I would trust! But good luck trying to bid against those Indians They'll always be cheaper.. lol

I'm assuming BA's Data Centre is in the UK but managed by IT Services in India?
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Old May 27, 17, 4:45 am
  #64  
 
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I'm on BA834 to DUB, we boarded, there was a delay due to manual passenger counting and reconciliation, then door closed. Later captain announced that phones are down and we can't get a tug, then the door got reopened and another announcement made that we are now missing some essential piece of paperwork, no ETA, and all kids are invited to visit the cockpit .
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Old May 27, 17, 4:46 am
  #65  
 
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Oh the irony, the day after BA announces it wants to ditch the traditional GDS, and move to NDC. Which airlines have been to trying to cobble together for years and still can't get it to work.
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Old May 27, 17, 4:51 am
  #66  
 
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Still sat on 185, apparently we have a tug but still no loading data.

Inbounds are piling up due to lack of gates
CraigWatson is offline  
Old May 27, 17, 4:55 am
  #67  
 
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Wow what a mess, the fact that LHR is so overstretched under normal OPS means this will have serious effects for a while!

Haha did you mean dailymail understatement with the first word 'Carnage' on the title?

And of course DM couldn't help but quote a BOB issue in the article = )
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Old May 27, 17, 4:56 am
  #68  
 
Join Date: Dec 2016
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It's ironic that the commercial aviation industry prides itself on multiple redundancy and safety mechanisms in aviation engineering which have made flying the safest form of travel but now we see how little investment is made in terms of backup and redundancy when it comes to IT systems.

Why is it so difficult for large UK organisations to get this right?
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Old May 27, 17, 4:58 am
  #69  
 
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Originally Posted by doctoravios View Post
It's ironic that the commercial aviation industry prides itself on multiple redundancy and safety mechanisms in aviation engineering which have made flying the safest form of travel but now we see how little investment is made in terms of backup and redundancy when it comes to IT systems.

Why is it so difficult for large UK organisations to get this right?
Funnily enough we studied this in my Business Management course in Royal Holloway, the basic conclusion was that British companies are simply not efficiently run to deal with problems before they happen! At that conclusion, it was inevitable that the country would be run by foreigners who are better at that! (for example, Bentley being owned by Germans - VW Group)
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Old May 27, 17, 5:00 am
  #70  
 
Join Date: Aug 2011
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Just Managed to log on to BA.com and my EC account after getting errors before so maybe progress is being made - hope all travelling today get to where they want/need to be as soon as possible.
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Old May 27, 17, 5:02 am
  #71  
 
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Location: London, UK
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This is due to the same reason that we have BOB, the same reason Club World is such a poor product, that First is no longer competitive.

It's all cost cutting; whether it be in customer facing product or back end infrastructure.

BA is pretty much a shambles at the moment, end to end.
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Old May 27, 17, 5:03 am
  #72  
 
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We made it to a bus stand 1 hr 20 mins late. No buses as they are on the same system apparently. Arrivals was deserted. I went out and back in via the First Wing. The departure hall is chaos. Security is silent. The F wing is busy not crowded. Almost nothing is leaving and there are aircraft queuing for stands.

The only aircraft listed as boarding is the 8:45 to Athens. There are occasional other calls over the tannoy for boarding.

Surprisingly, the inevitable round of cancellations has not started yet.
Dr Dave is offline  
Old May 27, 17, 5:03 am
  #73  
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A lightning strike is the most ridiculous explanation I have ever heard. As many have said already, that is not how modern IT works.
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Old May 27, 17, 5:07 am
  #74  
 
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Originally Posted by Dr Dave View Post
We made it to a bus stand 1 hr 20 mins late. No buses as they are on the same system apparently. Arrivals was deserted. I went out and back in via the First Wing. The departure hall is chaos. Security is silent. The F wing is busy not crowded. Almost nothing is leaving and there are aircraft queuing for stands.

The only aircraft listed as boarding is the 8:45 to Athens. There are occasional other calls over the tannoy for boarding.

Surprisingly, the inevitable round of cancellations has not started yet.
I do wonder if they've lost access to the system that lets them make cancellations. Estimated times of arrival and departure haven't shifted in the app for ages.
sigma421 is offline  
Old May 27, 17, 5:10 am
  #75  
 
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Probably the same hackers as a week or so ago.
Easier to claim act of God rather than say their systems suck / show that all the security companies are either useless or creating the situation.
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