Auckland Airport has identified the cause of the check-in chaos that disrupted air travel ahead of the Christmas rush. The issue stemmed from a fault in equipment that affected the connections of a major IT provider for an airline.
The airport worked with external network providers to pinpoint the problem, which led to delays at the international terminal. A spokeswoman explained that Auckland Airport’s fibre network connects to a communications switch linking several external network providers. These providers support various businesses, including airlines, at the airport.
Through investigation, the airport’s technology team determined that the fault originated from one of the network providers. The issue caused the communications switch to stop working, cutting off internet access for several businesses, including a global airline technology provider believed to be SITA. This disruption affected check-in systems for multiple airlines.
The problem was eventually fixed when the airport switched to a different internet provider, restoring services. The spokeswoman thanked customers for their patience and assured that airlines were working quickly to minimize delays.
Airlines were first notified of the issue via email late the previous night. The email confirmed that the Muse check-in system, which supports 14 airlines, was down. This affected major carriers such as Qantas, Malaysian Airlines, Air Tahiti Nui, American Airlines, Hawaiian Airlines, Delta, Air Canada, and Cathay Pacific. Air New Zealand, while not directly impacted, experienced some baggage delays.
An airline executive, speaking anonymously, criticized the situation, describing the baggage system as “completely jammed” and likening it to a “Third World disgrace.” The delays were exacerbated by the high volume of baggage tags and the need for manual processing by airline staff.
Auckland Airport later clarified that the delays were not caused by a cable cut, as initially suggested by a company at the airport. The systems were restored by mid-morning, and domestic travel remained unaffected.
Cath O’Brien, executive director of the Board of Airline Representatives, highlighted that the IT outage added to ongoing issues with the baggage system. She urged Auckland Airport to prioritize resolving these problems as the airport prepares for the busiest travel period of the year.
One passenger arriving from Sydney described the situation as chaotic, saying she waited two hours for her luggage and that there was little communication about the delay.
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