Why did Alaska Airlines' IT system fail and what are your rights if your flight was canceled?

Recent IT Outage at Alaska Airlines

For the third time in 15 months, Alaska Airlines faced a significant disruption when its operations were grounded due to a major IT system failure. The airline requested a system-wide ground stop for its aircraft and those of its subsidiary, Horizon Air, on Sunday evening. Operations resumed approximately three hours later, but not before many passengers experienced delays and frustration.

Despite the incident, Alaska Airlines has provided limited information about the cause of the system paralysis. However, reports from Reuters indicate that Microsoft recently warned of "active attacks" on server software used by businesses. Additionally, Google and Palo Alto Networks have raised concerns about the "Scattered Spider" teen hacking group, which has shown interest in the aviation sector.

This is not the first time that airlines have faced cyber threats. In June, Hawaiian Airlines and Canada’s WestJet Airlines were targeted by cyber attacks, while Australia’s Qantas experienced a data breach earlier this month. However, the cause of Alaska’s outage may not necessarily be external. In April 2024, the airline faced a malfunction in its weight and balance calculation system, leading to a fleet grounding. Then, in September 2024, flights in Seattle were briefly grounded due to "significant disruptions" from an unspecified technology problem that was resolved within hours.

Cybersecurity expert Savva Pistolas, Technical Director at ADAS Ltd, explained that even though a "grounding of an entire fleet" sounds dramatic, it can be triggered by various factors that might compromise the safety management system. He noted that aviation has strict risk management requirements, and any event that could theoretically affect safety could lead to a grounding. “It’s as simple as that — and I’m glad that it is,” he said.

Alaska Airlines confirmed on X (formerly Twitter) at 3am EST that the IT outage had been resolved and that operations had resumed. The airline expressed regret for the inconvenience caused and urged passengers to check their flight status before heading to the airport. However, many passengers took to social media to voice their dissatisfaction with the customer service during the incident.

One passenger, Jack Gillin, wrote: “Why haven't you answered my customer care calls? It's been more than four hours since I made my inquiry.” Another shared: “Been on the phone on hold with your customer services for almost three hours and no one has picked up.” A third passenger revealed that after waiting for five hours, their flight was canceled, and the airline failed to assist with booking local accommodation.

Passengers who experienced delays are entitled to rebooking on the same airline or a partner carrier at no additional cost. If the delay exceeds three hours, they are also eligible for a meal or meal voucher and complimentary hotel stays for overnight delays. This policy is based on the U.S. Department of Transportation’s classification of IT outages as “controllable” events.

Airlines are not required to compensate passengers for delays caused by events outside their control, such as storms or bird strikes. The Independent has reached out to Alaska Airlines for further comment. As a global news brand, The Independent continues to provide in-depth coverage and analysis on issues that matter to independently-minded readers around the world.