Virgin, Tiger and Jetstar airline check-in system fails again

Virgin, Tiger and Jetstar airline check-in system fails again

Summary: The Navitaire check-in system used by Virgin Australia, Jetstar and Tiger Airways has failed again causing delays at airports across Australia.

TOPICS: Travel Tech

Airline passengers are experiencing delays at Australian airports because of a failure of the check-in system used by Jetstar, Virgin and Tiger Airways.

The Navitaire check-in system failed on Saturday morning, creating delays as airline staff manually checked passengers in for flights.

Virgin Australia spokeswoman Melissa Thomson said the outage was affecting all Australian airports as well as online bookings and web check-in processes.

"We are working very very hard so we can get people on their way," Thomson told AAP.

"People in our airports are being delayed as a result of the outage."

The company has since indicated that systems have been restored.

Jetstar also reported that the failure was affecting its check-in systems, however its services have since been restored.

A spokesperson for Navitaire parent company Accenture told ZDNet that the outage had been caused by a power failure at a datacentre in Sydney.

"A power failure occurred in a third party data centre in Sydney which impacted the Navitaire reservation systems. We are working closely with all impacted clients to restore services as quickly as possible."

Virgin Australia first upgraded to the New Skies system in 2009, however after a massive failure of the system, that led to an 11-day outage beginning in in September 2010, the company was not pleased with Navitaire's response, and had threatened to sue Accenture. Ultimately the case was settled out of court in a deal estimated to be worth between AU$18 million and AU$20 million.

Thomson said Virgin was migrating to a new IT system next year and would no longer be using Navitaire. The company announced in November 2011 that it would be rolling out the Sabre Customer Sales and Service system.

Topic: Travel Tech


Armed with a degree in Computer Science and a Masters in Journalism, Josh keeps a close eye on the telecommunications industry, the National Broadband Network, and all the goings on in government IT.

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  • Accenture - formerly known as Andersen Consulting...

    "A spokesperson for Navitaire parent company Accenture told ZDNet that the outage had been caused by a power failure at a datacentre in Sydney."

    Anyone ever wonder what became of the consulting arm of that auditing firm that was responsible for the Enron and WorldCom scandals? I guess they make software for running airlines now. You know, I think I'm going to take the train from now on!
  • Navitaire - customer service - ??

    In days past we, as true ICT professionals working in time critical systems, commonly maintained "hot backup" systems with the idea that backup switchover could be done in less than 1 minute! There were even "cold backup systems" to augment the "hot" ones, with a longer takeover time, of course. Well - well - have a look at the following quote from the Navitaire website:

    "A summary of benefits frequently enjoyed by Navitaire clients includes:
    Increased ancillary revenue generation.
    Expanded distribution channels with reduced distribution costs.
    Real-time business intelligence.
    Decreased operating costs.
    Better customer service.
    Improved resource deployment.
    Support for rapid growth."

    Wow - only 1 mention of "better customer service" out of 7 overall themes - says it all!!!

    "Power off" at one datacentre is NO EXCUSE - what seems even worse is the fact that an outsourced critical information systems (the airline's "lifeblood" system) is then further outsourced to a third party datacentre!!

    No - passengers MUST BLAME the airline itself for apparently entering into outsourcing contracts for their very own business without some written specification and guarantee for a hot backup - YES - ICT IS the airline business - they don't manufacture the planes they use - they run a critical service based on accurate and timely information with some associated aircraft maintenance!

    Isn't it about time that industries realised the role of information as THE vital part of their enterprise AND KEPT ICT IN-HOUSE! (Oops - YES- HERESY - after all isn't the "cloud" going to handle all this for us?)