Airport Glitch: Fixed Or Still Broken?

On July 19, 2024, a global IT outage caused by a Microsoft update glitch and a cybersecurity company CrowdStrike's faulty update led to chaos in airports worldwide. The issue affected check-in processes and other essential functions, resulting in cancellations, long queues, and significant disruptions at major airports like London's Gatwick, Luton, and Heathrow, Amsterdam's Schiphol, Zurich, Madrid-Barajas, Barcelona, Sydney, and many others. The problem was not a cyberattack but a software glitch, which CrowdStrike quickly addressed with a new update. However, some computers needed to be manually restarted and patched, causing delays that lingered into the weekend. The incident highlighted the fragility of airport operations and the far-reaching impact of technological failures.

A computer glitch at Britain's main air traffic control centre

On 25 September 2008, a computer glitch at Britain's main air traffic control centre in Swanwick, Hampshire, caused dozens of flight cancellations and hundreds of delays at airports across southeast England. More than 10,000 passengers were affected, with at least 88 flights scrapped at London's main airports, and services at Cardiff International and Manchester also impacted.

The issue was caused by a computer failure that affected the monitoring of flights when they reached a higher altitude. This meant that no planes could pass across the southeast at more than 24,000 feet. Flights below 24,000 feet could continue as they were handled by a separate system.

During the incident, radar screens did not go blank, and technicians worked to fix the issue. Air traffic controllers increased the distance between flights and entered flight data manually. For a 40-minute period, there were no departures, and only a limited number of arrivals, at all airports in southeast England.

The glitch caused significant congestion at Heathrow, which, as the world's busiest international airport, once again demonstrated the fragility of its operations when delays occur. British Airways cancelled dozens of short-haul flights and warned that cancellations would continue into the following day as aircraft were parked at the wrong airports. EasyJet, a significant investor in Nats, cancelled 53 flights at Gatwick, Luton, and Stansted.

This was not an isolated incident. The Swanwick centre, which cost £623 million, has been plagued by computer glitches since it opened in 2002. In June 2004, the West Drayton centre suffered another failure, with Gatwick services particularly badly hit. In March of the previous year, Swanwick unveiled a £50 million system upgrade, but this was marred by complaints from controllers that the new system was difficult to handle.

A software update malfunction

On July 19, 2024, a software update malfunction caused a mass IT outage affecting airports, businesses, and broadcasters worldwide. The issue was caused by a routine software update from cybersecurity company CrowdStrike, which provides antivirus software and cybersecurity services for many large corporations that use Microsoft systems.

The update caused Microsoft Windows computers worldwide to crash and display the dreaded "blue screen of death". This affected a range of industries, including air travel, banking, media, and hospitals. Thousands of passengers were stranded as flights were delayed or cancelled, and hospitals had to delay appointments and, in some cases, cancel non-emergency operations. Live news broadcasts were also cut short, and broadcasters in several countries went offline.

The impact on airports was severe, with services at airports worldwide disrupted, including flight management systems and parking lots. Check-in processes and flight departures were thrown into chaos, and passengers were advised to arrive early and expect delays. Some airports, such as London's Heathrow, were particularly badly affected due to their status as major international travel hubs.

CrowdStrike worked to fix the issue, releasing a new software update that automatically fixed some computers. However, others had to be manually restarted and patched, causing significant delays in restoring normal operations. The company's president and CEO, George Kurtz, apologized for the disruption and stated that they were working to resolve the issue.

The incident highlighted the fragility of modern society's dependence on technology and the potential consequences of even a single software update malfunctioning.

Delayed and cancelled flights

When facing delayed or cancelled flights, there are several actions travellers can take to manage the situation. Firstly, it is important to check the status of your flight before heading to the airport to save yourself an unnecessary trip. If you are already at the airport when the delay or cancellation occurs, head to the airline agents' desk as soon as possible, as it is often a first-come, first-served situation. Additionally, try calling your carrier, sending them a message on social media, or using a self-serve kiosk if available. Signing up for text alerts, downloading carrier apps, and checking flight-tracking apps or websites can also help you stay informed.

If you need to make new travel arrangements, it is recommended to do your own research and come prepared with options. You may be able to get rebooked on another carrier through interline agreements that airlines have with each other. Using travel credit cards or purchasing travel insurance can also provide additional protection and reimbursement for delays and cancellations.

To make a claim for compensation, refer to the DOT's Cancellation and Delay Dashboard, which outlines the commitments of major airlines regarding refunds, rebooking, and other compensations such as meal vouchers and hotel accommodations. In the US, airlines are required to provide automatic refunds for significant delays and cancellations, and you are entitled to a refund if you choose not to take a delayed flight. However, if you accept an alternative flight, you may not be eligible for compensation.

Manual check-ins and analogue solutions

While the CrowdStrike update glitch wreaked havoc on airports worldwide, causing thousands of passengers to be stranded and countless delays, some airports implemented manual check-ins and analogue solutions to alleviate the disruption.

These manual check-ins and analogue solutions were a temporary workaround while the technical issues were being addressed. They helped to gradually clear the backlog of passengers and restore some functionality to the airports. However, these manual processes also contributed to longer waiting times and delays, as they were more time-consuming than the usual digital check-in procedures.

Passengers were advised to arrive early at the airport and expect potential delays. The implementation of manual check-ins and analogue solutions demonstrated the resilience and adaptability of airport staff in the face of technological failures. It also highlighted the importance of having contingency plans and backup systems in place to minimise disruptions and ensure the smooth flow of air travel.

The manual check-in process involved collecting passenger data, such as personal information and flight details, by hand. This data was then entered into alternative systems or processed manually to generate boarding passes and complete the check-in procedure. While time-consuming, this approach allowed airports to continue operating and manage the high volume of passengers impacted by the glitch.

The impact on global travel

On July 19, 2024, a global IT outage caused by a Microsoft update glitch and a cybersecurity issue with the company CrowdStrike impacted airports, airlines, and travellers worldwide.

Amsterdam's Schiphol Airport, a major hub for long-distance flights, experienced severe delays in flight arrivals. Zurich Airport in Switzerland also faced significant delays, expected to last until at least 6:00 p.m. Central European Summer Time. In Spain, Madrid-Barajas Airport suffered a check-in collapse, later resolved by manually collecting data, while Barcelona, Mallorca, Menorca, and Ibiza airports faced significant delays and disruptions, with some processes carried out manually.

Outside of Europe, most of India's airports were reportedly not operational, and Sydney Airport in Australia experienced issues with all information screens down and long delays. Other affected airports included Berlin's Brandenburg Airport, Paris' Charles de Gaulle and Orly airports, and Ninoy Aquino International Airport in Manila, Philippines.

The global IT outage caused by the CrowdStrike update glitch disrupted travel plans and caused frustration among travellers worldwide, demonstrating the fragility of airports and the dependence on technology in modern society.

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