Global IT outage: IAA issues advice on passenger rights as major tech outage causes travel chaos

The Irish Aviation Authority (IAA) has issued advice to passengers who have been affected by a mass global IT outage which has grounded planes and wreaked havoc at airports.

Crowdstrike, a cybersecurity firm with thousands of customers globally, admitted on Friday that a defective software update had caused the major IT outage which was disrupting operations across multiple industries.

The travel industry was among the hardest hit by the glitch, which has has led to widespread problems for travellers during the busy summer season.

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A number of major European airports, including all Spanish airports and Amsterdam's Schiphol airport, have all reported being significantly impacted by the outage, with long delays expected at Dublin Airport, Cork Airport, Knock Airport and Belfast Airport.

Ryanair, Europe's largest airline by passenger numbers, has reported disruption across its network and warned of problems with their booking systems and other disruptions. The airline has advised people to get to airports at least three hours before scheduled departures this morning, with European air associations reporting similar problems.

It seems that the outage means passengers cannot check-in online as Ryanair advises: "If you're due to travel today and have not already checked-in for your flight, you can do so at the airport."

Aer Lingus said it is not currently impacted by the global IT outage, but warned that there may be some processing delays at airports and has advised customers to allow extra time for check-in, security, immigration and boarding.

More than 1,000 flights have been cancelled around the world today so far, according to aviation analytics firm Cirium, with that figure set to rise as the knock-on impacts grow.

Amid the travel chaos, the IAA is advising passengers on their rights in relation to cancelled or delayed flights as a consequence of the global IT outage.

What to do if your flight is cancelled

In the event that your flight is cancelled due to the IT outage, the IAA says that legally your air carrier must offer you the choice between the following:

re-routing as soon as possible: re-routing at a later date at your convenience: or a refund

If you choose the first option (re-routing as soon as possible) then your air carrier must provide you with care and assistance whilst you wait for the alternative flight. This includes:

meals & refreshments in reasonable relation to the waiting time hotel accommodation where an overnight stay becomes necessary transport between the hotel accommodation and the airport two free telephone calls/ access to email

According to the IAA, airlines must provide information to disrupted passengers on the re-routing options available to them.

In situations where an airline fails to provide re-routing options or care and assistance, passengers have the right to claim reasonable expenses incurred in arranging their own alternative flights, accommodation, transport to and from accommodation and airport, meals, refreshments and communications. Passengers are advised to retain receipts and submit copies to their airline for reimbursement.

What to do if your flight is delayed

If your flight has instead been delayed any amount of time over two, three or four hours, depending on destination, your airline must provide you with the care and assistance described above.

If your flight is delayed by more than five hours, it must offer you the choice between:

continuing with your journey: or a refund of the cost of your ticket

The IAA is advising passengers to note that it is not possible to travel and still avail of the full refund.

The IAA is also advising passengers that if your airline does not provide the care and assistance described above, you should make your own reasonable arrangements and retain all receipts in the process. Passengers are advised to then submit copies of these receipts to their air carrier for reimbursement.

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