Aer Lingus’ online check-in facility still has ‘some issues’

Aer Lingus’ online check-in facility is still experiencing “some issues” and the airline has apologized to affected passengers.

This morning, Aer Lingus announced that online check-in and ‘manage travel services’ have been fully restored following yesterday’s disruption.

On Sunday afternoon, Aer Lingus said it was working to address technical “issues” that were affecting customers.

“We are aware that some customers are experiencing issues with managing bookings and online check-in. Our teams are working on a solution. Check-in at all airports is still available for customers traveling today. We apologize for the inconvenience,” Aer Lingus said.

The disruption lasted for several hours and last night the airline said customers were still having “problems checking in via our website and mobile app” but airport check-in was still available.

Just after 6am, the airline said: “Online check-in and travel management are now available again through our website and mobile app. We apologize to customers for any inconvenience caused by the issues.”

However, customers have continued to file complaints with Aer Lingus on Twitter.

A little after 9am a passenger contacted the airline and said he had been trying to check in since yesterday and was still “not happy”.

An airline representative replied: “Hello, we are currently having some issues with our check-in facility. Our team is currently working to resolve these issues as soon as possible. Apologies for the apparent inconvenience.”

In a statement to Independent.ieA spokesman for Aer Lingus said: “We are aware that some customers are again having trouble checking in and managing their bookings online through our website and mobile app. Our team is working to resolve these issues as soon as possible.

“For customers who were unable to check in online, airport check-in will remain available and there will be no impact to our flight schedule. Customers should arrive at the airport 2 hours prior to departure for European flights and 3 hours prior to departure for transatlantic flights.

“Customers who need assistance with their booking can contact our customer service representatives through our call center, live chat and social media channels. We apologize for the inconvenience caused to customers.”

It comes as thousands of passengers were disconcerted when Aer Lingus’ online check-in systems went down on Saturday 10 September.

On Friday, the airline confirmed the traffic chaos was caused by a cut fiber optic cable at the offices of its UK cloud service provider.

In a statement sent to affected passengers, Aer Lingus CEO Lynne Embleton said the connection problem was due to “disconnected damaged construction work”.

“Aer Lingus has contracted with a leading cloud services provider to host the network and infrastructure behind our core operational and customer systems. Their internet service provider in the UK was experiencing a major outage on their network when independent construction work took place early Saturday morning, damaging one of the fiber optic cables connecting to our systems.

“The cable was not repaired until 5:30pm and at that point our Aer Lingus systems began to come back online,” Ms Embleton wrote.

“The question we asked our supplier, of course, is what happened to the backup, that should have stepped in and supported our systems. And the answer is that then, unfortunately, a component in the backup failed.

“This should not have happened and our supplier has apologized for both the main connection failure and the backup failure. Both have now been rectified and measures have been taken to prevent such an outage from happening again.”

Aer Lingus did not specify what caused the recent disruption. Aer Lingus’ online check-in facility still has ‘some issues’

Fry Electronics Team

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