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Fliers at some of the world’s busiest airports were unable to check-in this morning due to a network failure.
Airlines and airports using the Amadeus Altea check-in service were impacted. The system is reportedly used by over 125 airlines worldwide.
The issue was first noted by Twitter account @AirportWebcams around 11am SAST which left check-in services via apps, boarding passes and kiosks dysfunctional.
BREAKING: Many social media reports of airline & airport IT systems down: Frankfurt, Sydney, Singapore, Paris, London, Johannesburg… pic.twitter.com/PhCPdkloWp
— Airport Webcams (@AirportWebcams) September 28, 2017
Users at Tokyo Haneda, Washington D.C., Melbourne and Brussels were impacted, but disruptions at London Heathrow, Gatwick and Paris’s Charles de Gaulle were also reported.
Out of frustration, fliers tweeted images of their predicaments at the affected airports, with a number of these images depicting lengthy queues.
— AngryBird (@PoorRobin) September 28, 2017
@SouthwestAir very long lines at SAT today, kiosks & app boarding passes won’t work. My flight leaves in 45 minutes, will I make it?
— Sophia Boxold (@sophiaboxold) September 28, 2017
— Shane Miles (@shane___miles) September 28, 2017
— Paul Latimore (@LatimorePaul) September 28, 2017
The issue also affected travel agents across the world.
“We’re completely unable to create, view or amend reservations,” one user tweeted.
Amadeus system outage also affecting travel agents in the UK. We’re completely unable to create, view or amend reservations. @TelegraphNews
— Voyagemason (@Voyagemason) September 28, 2017
In a bid to reassure their customers, a number of airlines took to Twitter. Southwest Airlines’s and British Airways’s support page was particularly busy.
Hi Joey. This issue is not related to our website, it has affected most airlines today that use Amadeus operative system. 1/2
— British Airways (@British_Airways) September 28, 2017
Hi McKenzie. We apologize for the inconvenience. We should be back up and running very shortly. ^WB
— Southwest Airlines (@SouthwestAir) September 28, 2017
In response to the BBC, Amadeus explained that a “network issue” caused the disruption.
“Amadeus technical teams took immediate action to identify the cause of the issue and restore services as quickly as possible. That action is ongoing with services gradually being restored,” the company noted.