Published Date: 2017-05-27
| Postmortem Analysis | |
|---|---|
| Timeline | 1. The software failure incident involving British Airways happened on May 27, 2017 [Article 59060]. 2. The incident continued into the bank holiday weekend, affecting flights on May 28 and May 29, 2017 [Article 59070]. |
| System | 1. Booking system, baggage handling, mobile phone apps, and check-in desks at British Airways [Article 59060] 2. IT systems at Heathrow Terminal 5 affecting flight operations at British Airways [Article 125322] |
| Responsible Organization | 1. British Airways [125322, 59062, 59070, 59060] |
| Impacted Organization | 1. British Airways [125322, 59062, 59070, 59060] |
| Software Causes | 1. The software cause of the failure incident was a major IT system failure at British Airways, with the backup system also failing, leading to flight cancellations, delays, chaos at airports, and disruption in operations [125322]. 2. The IT system glitch was caused by a power surge at 9.30am on a Saturday, affecting short-haul flights, cancellations, and delays at Heathrow and Gatwick airports [59070]. 3. The major IT failure was due to a power supply issue that affected various systems, including booking, baggage handling, mobile apps, and check-in desks, leading to long queues, confusion, and delays for passengers [59060]. |
| Non-software Causes | 1. Power surge at 9.30am on Saturday caused by a power supply issue [Article 59070] 2. Outsourcing of IT jobs to India in 2016 [Article 59060] |
| Impacts | 1. Thousands of British Airways passengers were left stranded, facing flight cancellations and delays across Europe, with chaos at airports such as Heathrow and Gatwick [125322, 59062, 59070]. 2. Passengers experienced huge queues at check-in desks, inability to access boarding information, and delays in disembarking from flights [125322]. 3. Flights were diverted mid-air from Heathrow to London Gatwick, causing inconvenience and confusion for travelers [125322]. 4. Passengers faced challenges such as having to rebook flights, find alternative transportation, and deal with expired PCR tests due to the flight disruptions [125322]. 5. The market value of British Airways owner, IAG, fell by £170m due to the computer system outages that grounded hundreds of flights, affecting 75,000 passengers over the bank holiday weekend [59062]. 6. Passengers had to spend additional costs for alternative travel arrangements, such as booking seats in premium economy cabins or with other airlines [59062]. 7. The disruption led to chaotic scenes at airports, with passengers sleeping on terminal floors, facing long queues, and confusion regarding flight statuses [59060]. 8. Passengers were left in the dark about flight cancellations, missed flights due to IT system failures, and experienced delays in rebooking or retrieving luggage [59060]. 9. The IT failure caused a significant impact on BA's reputation for delivering a premium service, leading to concerns about longer-term consequences for the airline [59062]. 10. The disruption resulted in a backlog of lost luggage, with passengers waiting for days to be reunited with their bags, causing inconvenience and frustration [59070]. |
| Preventions | 1. Proper crisis communication and response plan in place to handle IT system failures effectively could have prevented the software failure incident [125322]. 2. Avoiding outsourcing of critical IT functions, such as cutting hundreds of dedicated IT staff and contracting the work to India, could have prevented the chaos caused by the IT failure incident [59062]. 3. Regular disaster recovery testing and having backup systems in place could have helped mitigate the impact of the IT system failure incident [59062]. |
| Fixes | 1. Conducting a full investigation into the IT failure incident to identify the root cause and prevent future occurrences [Article 59062, Article 59070]. 2. Ensuring the IT systems are fully operational and implementing backup systems to prevent similar disruptions in the future [Article 59062, Article 59070]. 3. Providing compensation and refunds to affected passengers as per EU regulations for cancelled flights [Article 59062, Article 59070]. 4. Reuniting customers with their lost luggage promptly and efficiently [Article 59062, Article 59070]. 5. Improving crisis communication plans and ensuring staff have the necessary information to assist customers during disruptions [Article 125322]. 6. Addressing any potential gaps in the crisis communications plans to handle similar problems effectively in the future [Article 125322]. | References | 1. MailOnline 2. ITV 3. Clive Tyldesley's Twitter account 4. Big Jet TV 5. White Swan podcast 6. Michael Foote, personal finance expert and editor of Quotegoat.com 7. Gavin Megaw, crisis consultant and host of White Swan podcast 8. George Salmon, equity analyst at Hargreaves Lansdown 9. Alex Cruz, Chief Executive of British Airways 10. Willie Walsh, Chief Executive of IAG 11. Matt Buffey, head of consumer protection at the Civil Aviation Authority 12. GMB union 13. John Strickland, air industry consultant 14. Melissa Davis, passenger on a BA flight 15. Alma Saffari, passenger trying to fly from Marseille to Heathrow 16. Hannah Maundrell, editor-in-chief of money.co.uk [125322, 59062, 59070] |
| Category | Option | Rationale |
|---|---|---|
| Recurring | one_organization, multiple_organization | (a) The software failure incident having happened again at one_organization: - British Airways experienced a major IT system failure causing flight disruptions, which is not the first time such incidents have occurred. In February, the airline suffered its biggest IT meltdown in years, leading to over 500 flights being canceled or delayed [125322]. - The airline faced another IT failure incident in the past, with almost 200 flights disrupted over a weekend, resulting in a significant impact on passengers and operations [59062]. (b) The software failure incident having happened again at multiple_organization: - The software failure incident at British Airways is not an isolated case, as other airlines have also faced similar issues. For example, Ryanair reported a surge in last-minute bookings following the British Airways IT system failure, highlighting the importance of robust IT systems in the airline industry [59062]. |
| Phase (Design/Operation) | design, operation | (a) The software failure incident occurring due to the development phases: - The incident involving British Airways flights being cancelled or delayed across Europe was attributed to a 'technical issue' causing a major IT system failure and backup system failure [125322]. - The IT failure experienced by British Airways was described as a catastrophic effect over some communications hardware, affecting all messaging across their systems [59062]. - The major IT failure experienced by British Airways was caused by a power surge that affected a number of systems, leading to a full investigation into the incident [59070]. - British Airways faced a major IT failure causing severe disruption to its global operations, leading to the cancellation of all flights from Heathrow and Gatwick due to a major IT failure [59060]. (b) The software failure incident occurring due to the operation phases: - Passengers faced long queues, confusion, and delays at airports due to the computer problems affecting BA's booking system, baggage handling, mobile phone apps, and check-in desks [59060]. - Passengers were left in the dark and not informed of flight cancellations until more than an hour after the airline put out a press statement, leading to chaotic scenes and confusion at the terminals [59060]. - Passengers were advised not to travel to the airports as flights were cancelled, and some travellers missed their flights due to issues with accessing flight details through the BA app [59060]. - Passengers experienced delays, cancellations, and chaos at Heathrow and Gatwick airports due to the IT system glitch caused by a power surge, leading to scenes of chaos and disruption [59070]. |
| Boundary (Internal/External) | within_system, outside_system | (a) within_system: - The software failure incident at British Airways was caused by a major IT system failure and a backup system failure, leading to flight cancellations and delays [125322]. - The breakdown affected BA's booking system, baggage handling, mobile phone apps, and check-in desks, causing chaos and confusion for passengers [59060]. - Passengers reported being unable to access flight details through automatic check-in machines and mobile phone apps, leading to missed flights and long queues at airports [59060]. (b) outside_system: - The software failure incident was initially speculated to be a cyber-attack, but BA stated that there was no evidence of a cyber-attack causing the IT systems failure [59060]. - The disruption was attributed to a power surge at 9.30 am on Saturday, affecting communications hardware and leading to the failure of messaging across BA's systems [59070]. - The airline faced criticism for outsourcing IT jobs to India, with the GMB union suggesting that this decision contributed to the chaos [59070]. |
| Nature (Human/Non-human) | non-human_actions, human_actions | (a) The software failure incident occurring due to non-human actions: - In the incident reported in Article 59060, British Airways experienced a major IT failure that caused severe disruption to its global operations, leading to the cancellation of all flights from Heathrow and Gatwick. The breakdown affected BA's booking system, baggage handling, mobile phone apps, and check-in desks, causing chaos at the airports and delays for passengers [Article 59060]. - The IT failure was attributed to a power surge that affected a number of BA's systems, leading to the cancellation of flights and long queues at airports. The airline stated that there was no evidence of a cyber-attack causing the IT failure [Article 59070]. - Passengers faced delays and cancellations due to a technical issue described as a 'major IT system failure' at British Airways, leading to disruptions in flight operations and leaving customers stranded at airports [Article 125322]. (b) The software failure incident occurring due to human actions: - The GMB union suggested that the chaos experienced by British Airways, including the IT failure, was a result of the airline outsourcing hundreds of IT jobs to India in an effort to cut costs. The union implied that if the IT work had not been outsourced, the mass travel disruption could have been prevented [Article 59070]. - Passengers criticized British Airways for the lack of communication and information regarding flight cancellations. Some travelers reported being left in the dark and not informed about their canceled flights until more than an hour after the airline issued a press statement, leading to confusion and frustration among customers [Article 59060]. - The incident involving the major IT failure at British Airways was described as a 'technical issue' that caused dozens of flights across Europe to be canceled or delayed. Passengers faced huge queues, lack of boarding information, and delays due to the IT problem, with some travelers expressing frustration at the lack of assistance and information from the airline [Article 125322]. |
| Dimension (Hardware/Software) | hardware, software | (a) The software failure incident occurring due to hardware: - The software failure incident reported in the articles was primarily attributed to a power surge that had a catastrophic effect on the communications hardware, affecting all messaging across British Airways' systems [Article 59062]. - The root cause of the IT failure was identified as a power supply issue that affected multiple systems, leading to the disruption of operations [Article 59070]. - The airline mentioned that the problems were caused by a power outage and that a full investigation was needed to determine the exact cause [Article 59070]. (b) The software failure incident occurring due to software: - The software failure incident was described as a major IT failure, with issues in the booking system, baggage handling, mobile phone apps, and check-in desks, indicating software-related problems [Article 59060]. - The disruption was linked to a worldwide IT glitch that grounded scores of planes, affecting the booking system and causing chaos at the terminals [Article 59070]. - Passengers reported being unable to access their flight details through automatic check-in machines and mobile phone apps, highlighting software-related issues [Article 59060]. |
| Objective (Malicious/Non-malicious) | non-malicious | (a) The software failure incident reported in the articles does not indicate any malicious intent behind the failure. There is no mention of a cyber attack or any deliberate actions to harm the system. The incidents seem to be related to technical issues, IT system failures, power surges, and disruptions in operations ([125322], [59062], [59070], [59060]). (b) The software failure incidents were attributed to non-malicious factors such as a major IT failure, power surge, system outage, and computer problems. The disruptions caused chaos, flight cancellations, delays, baggage handling issues, and long queues at airports. The incidents led to significant inconvenience for passengers and financial losses for the airline ([125322], [59062], [59070], [59060]). |
| Intent (Poor/Accidental Decisions) | accidental_decisions | (a) poor_decisions: The software failure incident involving British Airways was not directly attributed to poor decisions. The incident was primarily caused by a major IT system failure, backup system failure, and a power surge affecting communication hardware [125322, 59062, 59070, 59060]. (b) accidental_decisions: The software failure incident was mainly attributed to accidental factors such as a power surge, IT system glitch, and a worldwide IT system issue, rather than intentional decisions [125322, 59062, 59070, 59060]. |
| Capability (Incompetence/Accidental) | development_incompetence | (a) The software failure incident occurring due to development incompetence: - The incident involving British Airways flights being cancelled or delayed across Europe was attributed to a 'technical issue' and a 'major IT system failure' [125322]. - The airline experienced a technical issue at Heathrow Terminal 5, leading to flight disruptions and chaos for passengers [125322]. - The chief executive of British Airways mentioned that the IT system glitch was caused by a power surge, affecting short-haul flights and leading to cancellations and delays [59070]. - The GMB union suggested that the outsourcing of IT jobs to India in 2016 could have contributed to the chaos faced by British Airways due to the major IT failure [59060]. (b) The software failure incident occurring accidentally: - British Airways stated that the delays could continue into Sunday, but most long-haul flights should be able to land as normal in London [59060]. - The airline mentioned that the computer crash affected various systems like booking, baggage handling, mobile apps, and check-in desks, leading to confusion and delays for passengers [59060]. - Passengers faced long queues, confusion, and delays while planes were held on runways due to the IT failure [59060]. - The incident was described as a major IT failure that caused severe disruption to British Airways' global operations [59060]. |
| Duration | temporary | (a) The software failure incident reported in the articles was temporary. The failure was due to a major IT system failure caused by a power surge at 9.30am on a Saturday [Article 59070]. The breakdown affected BA's booking system, baggage handling, mobile phone apps, and check-in desks, leading to long queues, confusion, and delays at airports [Article 59060]. The disruption continued into the following days, with flights being cancelled and delayed, but the systems were gradually restored, and BA aimed to operate a full schedule at Gatwick and a high proportion of flights at Heathrow [Article 59070]. (b) The software failure incident was not permanent, as the systems were gradually restored, and BA was working hard to get affected customers onto the next available flights over the weekend [Article 59060]. The airline was also dealing with a backlog of lost luggage but was making progress in recovering from the IT glitch that grounded scores of planes [Article 59070]. |
| Behaviour | crash, omission, value, other | (a) crash: The software failure incident in the articles can be categorized as a crash behavior. This is evident from the fact that the British Airways flights were cancelled or delayed due to a 'technical issue' causing chaos at airports, with passengers facing huge queues, inability to access boarding information, and flights being diverted mid-air [Article 125322]. (b) omission: The software failure incident can also be categorized as an omission behavior. Passengers reported being unable to access their flight details through automatic check-in machines and mobile phone apps, leading to long queues, confusion, and delays at airports [Article 59060]. (c) timing: The timing behavior is not explicitly mentioned in the articles as a significant factor in the software failure incident. (d) value: The software failure incident can be categorized as a value behavior. Passengers faced issues such as flights being cancelled, delayed, and diverted, leading to inconvenience, frustration, and financial costs for rebooking flights or seeking alternative travel arrangements [Article 125322, Article 59062, Article 59070]. (e) byzantine: The byzantine behavior is not explicitly mentioned in the articles as a significant factor in the software failure incident. (f) other: The software failure incident can also be categorized as an 'error' behavior. Passengers experienced chaos, confusion, and disruption due to the IT system failure, with reports of long queues, lack of information, missed flights, and stranded passengers at airports [Article 125322, Article 59060, Article 59070]. |
| Layer | Option | Rationale |
|---|---|---|
| Perception | None | None |
| Communication | None | None |
| Application | None | None |
| Category | Option | Rationale |
|---|---|---|
| Consequence | property, delay, non-human, theoretical_consequence, other | (a) death: There were no reports of people losing their lives due to the software failure incident described in the articles. (b) harm: There were no reports of people being physically harmed due to the software failure incident described in the articles. (c) basic: People's access to food or shelter was not directly impacted by the software failure incident. (d) property: The software failure incident caused severe disruption to British Airways' global operations, leading to flight cancellations, delays, and chaos at airports. Passengers faced long queues, confusion, missed flights, and had to leave without their luggage, impacting their travel plans and causing inconvenience [Article 59060]. (e) delay: The software failure incident resulted in significant flight delays and cancellations, leaving thousands of passengers stranded and disrupting travel plans for many [Article 59062]. (f) non-human: Non-human entities, such as British Airways' IT systems, were directly impacted by the software failure incident, leading to system crashes, booking system failures, baggage handling issues, and disruptions in operations [Article 59060]. (g) no_consequence: The software failure incident had real observed consequences, including flight cancellations, delays, chaos at airports, and disruption to British Airways' operations. (h) theoretical_consequence: There were potential consequences discussed, such as the possibility of a cyber attack causing the IT failure, but there was no concrete evidence of such an attack [Article 59070]. (i) other: The software failure incident led to passengers facing frustration, inconvenience, long queues, chaos at terminals, missed flights, inability to access flight details, and confusion at airports [Article 59060]. |
| Domain | information, transportation, finance | (a) The failed system was intended to support the information industry, specifically in the production and distribution of information. The software failure incident affected British Airways' operations at Heathrow Terminal 5, causing flight cancellations and delays, leading to chaos for thousands of travelers [Article 125322]. (b) The transportation industry was impacted by the software failure incident. British Airways had to cancel and delay flights across Europe due to a 'technical issue,' causing disruptions for passengers at Heathrow and Gatwick airports [Article 125322]. (h) The software failure incident was related to the finance industry. The system failure affected British Airways' operations, leading to flight cancellations and delays, which could result in significant compensation costs for the airline [Article 59062]. (m) The software failure incident was not directly related to any other specific industry mentioned in the options provided. |
Article ID: 125322
Article ID: 59062
Article ID: 59070
Article ID: 59060