What happened?
A ‘network-wide’ failure of the UK air traffic control system on Wednesday, August 30, 2023, caused severe disruption for thousands of travellers on one of the busiest days of the year. Britain’s National Air Traffic Services (NATS) said it experienced ‘technical issues’ that forced controllers to switch from an automatic system for landing and dispatching flights to a manual one. This meant aircraft had to arrive and leave at a slower rate, leading to hundreds of flights being delayed or cancelled both in and out of the UK.
The problem was first reported at around 9.30am and was ‘remedied’ by 1pm, according to NATS. However, the knock-on effects of the system failure were expected to last for days, as airlines struggled to cope with the backlog of passengers and flights. Some travellers reported being stuck on planes for hours, while others faced long queues at airports or had to scramble for alternative transport or accommodation.
Who was affected?
The system failure affected all major UK airports, including Heathrow, Gatwick, Manchester, Bristol, Edinburgh and Belfast. According to Flight Radar data, as many as 80 per cent of flights leaving the UK were delayed at some point during the day, with an average delay time of 40 minutes. More than 500 flights were cancelled, affecting around 100,000 passengers.
Among those caught up in the chaos were celebrities, politicians and sports stars. TV presenter Gabby Logan was trapped on a plane on the runway at Budapest airport after covering the World Athletics Championships for the BBC. She tweeted that she was ‘agonisingly close to hugging her family’ again. Alton Towers crash amputee Leah Washington was stranded in Portugal with her hen party, while former England cricket captain Michael Vaughan missed his flight to Dubai for a golf tournament.
How did people cope?
Many travellers expressed their frustration and anger at the situation, as they faced uncertainty over their travel plans and missed important events or appointments. Some said they had to abandon their holidays or business trips altogether, while others had to pay extra for hotels, taxis or trains. Some also complained about the lack of information or assistance from airlines or airport staff.
However, some people also showed resilience and humour in the face of adversity. Some passengers shared jokes, snacks and drinks with fellow travellers, while others made the most of their unexpected stay in foreign countries. Some also praised the efforts of pilots, air traffic controllers and airport workers who tried to minimise the disruption and ensure safety.
What are the causes and consequences?
The exact cause of the system failure is still under investigation by NATS and the Civil Aviation Authority (CAA). However, some experts have suggested that it could be related to a software glitch, a cyberattack or a power outage. NATS said it was ‘working hard to understand the root cause’ and ‘prevent a recurrence’.
The system failure could have serious consequences for both travellers and airlines. Many passengers are entitled to compensation under EU law if their flights are delayed or cancelled due to reasons within the airline’s control. This could cost airlines millions of pounds in payouts. The system failure could also damage the reputation and trust of the UK aviation industry, especially as it comes amid ongoing uncertainty over Brexit and Covid-19 travel restrictions.
What are your rights and options?
If you are affected by the system failure, you may have some rights and options depending on your situation. Here are some tips from travel experts:
- Check your flight status before you go to the airport. You can do this on your airline’s website or app, or on websites like Flight Radar or Flight Aware.
- If your flight is cancelled, you have the right to a full refund or an alternative flight to your destination. You may also be entitled to compensation of up to €600 per person if your flight is cancelled less than 14 days before departure and it is not due to extraordinary circumstances.
- If your flight is delayed by more than two hours, you have the right to food, drinks and accommodation if necessary. You may also be entitled to compensation of up to €600 per person if your flight is delayed by more than three hours and it is not due to extraordinary circumstances.
- If you decide not to travel or you miss your flight due to the disruption, you may be able to claim back some or all of your costs from your travel insurance. However, this depends on your policy and whether it covers flight delays or cancellations.
- If you need to book alternative transport or accommodation, you may be able to claim back some or all of your costs from your airline or travel insurance. However, this depends on your situation and whether you have a duty of care from your airline.
- If you need more information or assistance, you can contact your airline, travel agent or airport directly. You can also check the websites of NATS (1), CAA (2) or the European Consumer Centre (3) for more advice.
