Hand-written boarding passes, long queues - how did a Microsoft Outage cause complete chaos at IGI Airport?
New Delhi: A technical glitch in Microsoft's server on Friday, combined with a bug in CrowdStrike's security software, caused chaos across airports in India, throwing operations back to the 1990s. The situation at Delhi's Indira Gandhi International (IGI) Airport was particularly chaotic, with many airport operations reverting to manual processes.
A Step Back in Time
Due to the outages, live flight information displays outside airport terminals were mostly non-functional. Passengers, unable to check flight statuses online, were left to rely on airline staff or other airport personnel for updates. The usual conveniences of web check-in and check-in kiosks were unavailable, forcing passengers to navigate through an unexpected technological void.
Long Queues and Manual Processes
At Terminal 3, the boarding pass kiosks were completely inoperative, resulting in long lines at airline counters. Airline staff, many of whom had not manually issued boarding passes in years, struggled to adapt to the sudden change. The confusion extended to baggage handling, with discrepancies in weight calculations and excess baggage payments causing further delays and frustration. Passengers were issued handwritten boarding passes, reminiscent of a bygone era.
Lack of Information Displays
Inside the terminal, the situation was no better. Information display boards in the security hold area and boarding gates were down, leaving passengers unsure of their boarding times and gate assignments. To avoid missing their flights, many passengers clustered around the boarding gates, creating congestion and confusion.
Disrupted Web Check-in Services
The technical issues with Microsoft's server and the CrowdStrike bug also prevented passengers from completing web check-ins. This not only hindered them from obtaining online boarding passes but also from selecting preferred seats and ordering in-flight refreshments. At the check-in counters, disputes arose over paid seat selections and meal payments, adding to the overall disarray.
Financial Implications for Passengers
Passengers attempting to book tickets during this outage faced financial difficulties, as the inability to complete web check-ins and pay for additional services disrupted their travel plans and expenditures.
The combined technical glitches brought IGI Airport's operations to a standstill, highlighting the heavy reliance on technology in modern airport management. As the situation gradually returns to normal, this incident serves as a stark reminder of the importance of robust contingency plans to handle such technological failures in the future.
