The recent IT outage caused by CrowdStrike, a cybersecurity firm, led to widespread disruptions globally, notably affecting operations at Kuala Lumpur International Airport’s Terminal 2.
As a result of the outage, airlines were compelled to resort to manual check-in procedures for both passengers and luggage. This unforeseen circumstance caused significant delays, resulting in some passengers missing their flights while others faced outright cancellations.
Affected passengers have rights under Malaysian Aviation Commission (Mavcom) guidelines, which stipulate compensation based on the duration of delays. Those delayed by two hours or more are entitled to provisions such as meals, telephone calls, and internet access. For delays exceeding five hours, affected travelers should also receive accommodations and transportation.
Exceptions to these compensations apply in cases deemed ‘extraordinary circumstances,’ such as security threats or extreme weather events, as clarified by Anita Mendiratta, special advisor to the UN Tourism secretary general.
Mendiratta emphasized that if the fault does not lie with the airline, compensation is unlikely. However, travelers with appropriate travel insurance coverage may still be able to claim for delays or missed connections, as encouraged by Etiqa Malaysia.
AirAsia, acknowledging its own system issues during the outage, promptly mobilized resources to manage operations at Terminal 2. This included deploying over 200 ground staff, nearly 100 volunteers, and additional security personnel to assist passengers and ensure their safety and comfort during the disruption.
Despite the challenges, AirAsia resumed online check-in services and continues to monitor the situation closely. The airline advised passengers to stay informed about their flight status through email updates, mobile notifications, or its website.
Overall, while the IT outage caused significant disruptions, efforts from both affected airlines and relevant authorities aim to mitigate inconveniences and uphold passenger welfare during this period.
Source : malaymail
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