| Recurring |
one_organization, multiple_organization |
(a) The software failure incident has happened again at one_organization:
The article reports that British Airways faced significant delays due to yet another IT glitch with their new 'FLY' check-in system. This incident is the latest in a series of technical glitches with the same check-in system, with five serious malfunctions occurring in just three months, causing huge delays to thousands of passengers globally [47626].
(b) The software failure incident has happened again at multiple_organization:
The article mentions that British Airways is not the only airline to have faced technical glitches. It states that the IT glitch affected airports in various countries including the UK, U.S., Bahamas, Mexico City, Amsterdam, Toronto, Berlin, Vienna, Rome, and Durban, South Africa. This indicates that multiple airlines and airports were affected by the software failure incident [47626]. |
| Phase (Design/Operation) |
design, operation |
(a) The software failure incident related to the design phase can be seen in the case of British Airways' new 'FLY' check-in system. The article mentions that the new IT system, which was rolled out in a bid to speed up passengers' journeys, has been besieged by problems with five serious malfunctions in just three months, causing huge delays to thousands of passengers around the globe. Workers have complained that the system crashes 'all the time,' and check-in staff have even been reduced to tears by regular glitches. The system was described as 'not fit for purpose' by staff, indicating issues with the design and development of the system [47626].
(b) The software failure incident related to the operation phase is evident in the delays and chaos caused by the IT glitch affecting British Airways' check-in desks around the world. Passengers faced significant delays, lengthy queues, and manual check-ins due to the technical problem. The article describes how passengers were stranded with their bags at check-in desks in major airports globally, and staff had to resort to manual processes to handle the situation. The delays and operational disruptions experienced by passengers highlight issues with the operation and functioning of the check-in system [47626]. |
| Boundary (Internal/External) |
within_system, outside_system |
(a) The software failure incident reported in the articles is primarily within_system. The failure was caused by technical glitches with British Airways' new 'FLY' check-in system, which was rolled out in June to speed up passengers' journeys. The system experienced five serious malfunctions in just three months, leading to significant delays for passengers worldwide [47626].
(b) Additionally, the incident was exacerbated by factors outside the system, such as the airline's cost-cutting measures, including reductions in the IT department. The new IT system caused problems for workers, with complaints of frequent crashes and staff being reduced to tears by regular glitches. The incident also highlighted issues with training, delays, system failures, and stress experienced by staff and passengers [47626]. |
| Nature (Human/Non-human) |
non-human_actions, human_actions |
(a) The software failure incident in the British Airways check-in system was primarily due to non-human actions. The incident was caused by a technical glitch in the new 'FLY' check-in system, which resulted in serious problems with the airline's check-in systems around the world. This glitch led to significant delays, lengthy queues, and manual check-ins at various airports globally [47626].
(b) Human actions also played a role in the software failure incident. The new IT system implemented by British Airways was criticized for being 'not fit for purpose' by staff members. The system was rolled out to cut costs, but workers complained that it crashed frequently, leading to stress and frustration. Additionally, the airline faced criticism for poor training, delays, system failures, and negative impacts on staff health due to the new check-in system [47626]. |
| Dimension (Hardware/Software) |
software |
(a) The software failure incident occurring due to hardware:
- The article does not mention any specific hardware-related issues contributing to the software failure incident reported by British Airways [47626].
(b) The software failure incident occurring due to software:
- The software failure incident reported by British Airways was primarily attributed to issues with their new 'FLY' check-in system, which was rolled out in June to speed up passengers' journeys. The system experienced five serious malfunctions in just three months, causing significant delays to thousands of passengers globally [47626]. |
| Objective (Malicious/Non-malicious) |
non-malicious |
(a) The software failure incident reported in Article 47626 was non-malicious. The failure was attributed to technical glitches with British Airways' new 'FLY' check-in system, which was rolled out in a bid to speed up passengers' journeys. The system experienced five serious malfunctions in just three months, causing significant delays to thousands of passengers globally. The incident resulted in lengthy queues, manual check-ins, and chaos at major airports around the world, affecting passengers in the UK, U.S., Bahamas, Mexico City, Amsterdam, Toronto, Berlin, Vienna, Rome, and Durban, South Africa [47626].
However, there is no indication in the article that the software failure was due to malicious intent or actions aimed at harming the system. |
| Intent (Poor/Accidental Decisions) |
poor_decisions, accidental_decisions |
(a) The software failure incident related to the British Airways check-in system was primarily due to poor decisions. The incident was caused by a series of technical glitches with BA's new 'FLY' check-in system, which was rolled out in a bid to speed up passengers' journeys. However, the system had been besieged by problems with five serious malfunctions in just three months, causing huge delays to thousands of passengers around the globe [47626]. The new IT system had caused a host of problems, with workers complaining that it crashes 'all the time,' and check-in staff even reduced to tears by regular glitches [47626]. Additionally, a survey of 700 staff found that 89% said training was poor, 94% suffered delays or system failures, and 76% said their health had suffered because of stress or anger aimed at them by frustrated passengers [47626].
(b) The software failure incident related to the British Airways check-in system also involved accidental decisions. The incident led to delays and chaos at major airports around the world, with passengers stranded at check-in desks due to the IT glitch affecting British Airways check-in desks globally [47626]. Passengers were forced to wait while each was checked in manually, leading to significant queues and delays [47626]. The airline had to switch to a manual check-in process after the IT glitch wiped out its entire online system, causing delays and inconvenience to passengers [47626]. Staff with clipboards were writing manual boarding passes for passengers, indicating an unplanned and manual workaround due to the system failure [47626]. |
| Capability (Incompetence/Accidental) |
development_incompetence |
(a) The software failure incident related to development incompetence is evident in the case of British Airways' new 'FLY' check-in system. The system, which was rolled out in a bid to speed up passengers' journeys, has been plagued by multiple technical glitches causing significant delays for passengers worldwide. Workers have complained that the system crashes 'all the time,' and check-in staff have even been reduced to tears by the regular glitches [47626].
(b) The accidental nature of the software failure incident is highlighted by the fact that the new IT system introduced by British Airways was intended to streamline operations and enhance efficiency. However, the system encountered multiple malfunctions and crashes, leading to delays and chaos at various airports globally. The problems with the check-in system were not intentional but rather a result of unforeseen technical issues and failures [47626]. |
| Duration |
temporary |
(a) The software failure incident in the British Airways check-in system was temporary. The incident caused significant delays for passengers at various airports around the world due to an IT glitch affecting the check-in process. Passengers reported lengthy queues, manual check-ins, and delays in boarding flights. The system failure was not permanent but rather a temporary issue that impacted operations for a certain period [47626]. |
| Behaviour |
crash, omission, value, other |
(a) crash: The software failure incident in the British Airways check-in system resulted in significant delays and chaos at airports around the world. Passengers were stranded with their bags at check-in desks, and the system experienced a "worldwide computer glitch" causing manual check-ins and delays [47626].
(b) omission: The system failed to perform its intended functions of automated check-in and caused delays for passengers due to the technical glitch. Passengers had to wait in lengthy queues as the system omitted to check them in efficiently [47626].
(c) timing: The system was performing its intended functions, but the timing was affected by the glitch, causing delays and disruptions in the check-in process. Passengers experienced delays in boarding flights and long wait times at check-in desks [47626].
(d) value: The software failure incident led to the system performing its intended functions incorrectly, resulting in delays, manual check-ins, and chaos at various airports. Passengers faced issues with the check-in process, baggage loading, and flight boarding due to the system's incorrect performance [47626].
(e) byzantine: The software failure incident did not exhibit characteristics of a byzantine failure. The system's responses and interactions were consistent in terms of causing delays and disruptions rather than showing erratic or inconsistent behavior [47626].
(f) other: The software failure incident also resulted in complaints from passengers about the poor service, lack of staff communication, and the need for manual fallback processes due to the system failure. Passengers expressed frustration, delays, and inconvenience caused by the system glitch [47626]. |