British Airways commits to ensuring that IT failure does not occur again

Javier Howell
June 13, 2017

Cruz said the origins of the problem, which also hit passengers trying to fly into Britain, had been a power surge on Saturday morning which affected messaging across BA's systems.

All long-haul flights should operate at the airline's busy London Heathrow Airport hub, the carrier said, "as our IT systems move closer to full operational capacity".

The firm's CEO, Spaniard Alex Cruz, released a second video, after an initial one he released on Saturday, in which he apologized to customers for the "horrible experience" they have had to endure, going on to thank them for their "understanding and patience", Efe news reported on Sunday.

A workers' union has blamed outsourcing to India for the cancellation of more than a third of British Airways (BA) flights from London's Heathrow Airport.

"At this stage we are aiming to operate a near-normal schedule of flights from Gatwick and the majority of our Heathrow services", it said in a statement.

The outage came amid a busy travel weekend, as Monday is a holiday in both the United Kingdom and the United States.

All flights operated from Gatwick on Sunday, but more than one-third of BA's schedule out of Heathrow, mostly short-haul flights, were cancelled.

The glitch is believed to have been caused by a power supply issue and there is no evidence of a cyber-attack, the airline said.

The airline's IT teams are working "tirelessly" to fix the problems, said Cruz.

The carrier said it was refunding or rebooking passengers.

The airline has suffered other IT glitches recently, leading to severe delays for passengers in July and September previous year.

However, the airline admitted a "significant number of customers" are still without their luggage following the disruption which began on Saturday and affected 75,000 passengers.

The GMB union has claimed the problems were down to BA cutting "hundreds of dedicated and loyal" IT staff and contracting the work out to India to save money.

Passengers booked on flights that have been cancelled should not travel to the airport unless they have already rebooked onto another flight.

Smit also advised British Airways passengers to "arrive earlier than usual for their BA flight until the situation is completely resolved".

Travellers stranded wait at Heathrow Airport Terminal 5 after British Airways flights where cancelled at Heathrow Airport in west London on May 27, 2017.

Thousands of passengers, including hundreds that were left stranded, were affected as more than 1,000 flights were affected due to a major global computer systems failure.

British Airways pledged to reunite bags with irked customers - though it cautioned it may take some time.

Other reports by Insurance News

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