On July 20, Alaska Airlines experienced a significant operational disruption due to an IT outage that lasted for several hours. The airline confirmed the issue via social media, stating, “Alaska Airlines has resolved its earlier IT outage and has resumed operations.” This disruption notably affected various flights across its network, including Alaska Air and Horizon Air, with a considerable number of cancellations and delays reported at major airports like Seattle-Tacoma International Airport, where 49 flights were canceled and 43 others delayed.
The root cause of the outage, as detailed in an email to CNET, involved a critical failure in multi-redundant hardware at one of Alaska Airlines’ data centers. This malfunction, attributed to a third-party vendor, significantly impacted key systems necessary for the airline’s operations. As a precautionary measure, the airline implemented a ground stop to ensure the safety of its flights was maintained. Alaska Airlines reassured customers that there was no cybersecurity incident linked to this outage, differentiating it from previous issues experienced by other airlines, such as Hawaiian Airlines.
The consequences of the outage were substantial, leading to over 150 canceled flights, including 64 on the following Monday. Alaska Airlines communicated that further disruptions might occur as they worked to reposition aircraft and crews across their network. This situation emphasized the airline’s commitment to safety but also highlighted the challenges faced during unexpected equipment failures, reminding passengers to stay updated and check their flight statuses.
For those affected by the disruptions, Alaska Airlines expressed appreciation for their patience and advised customers to verify their flight status before heading to the airport. Knowing that policies regarding passenger compensation have changed, travelers should be aware of their rights during these situations. New regulations entitle customers to automatic refunds for canceled or significantly delayed flights without burdensome processes.
The Department of Transportation’s Airline Cancellation Delay Dashboard indicated that Alaska Airlines boasts relatively flexible policies for managing such disruptions. Furthermore, the airline maintains customer support through its service line and an online Help Center, which includes an AI-powered chatbot named Ask Alaska for immediate assistance.
As the airline navigated through the aftermath of the outage, it underscored the importance of staying informed and understanding recent changes in consumer protection rules. With Alaska Airlines striving to restore normal operations, passengers were encouraged to remain vigilant about their travel plans and make use of the available resources for support.
