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A cyber-attack has caused chaos at several European airports, including Heathrow, affecting electronic check-in and baggage systems. The airport issued a warning about potential delays due to a “technical issue” impacting software provided by Collins Aerospace to multiple airlines. Brussels Airport and Berlin’s Brandenburg Airport also faced longer waiting times as a result of a cyber-attack on Friday night.
RTX, the owner of Collins Aerospace, acknowledged the cyber-related disruption to its system in “select airports” and assured that efforts were underway to resolve the issue promptly. The company emphasized that the impact was limited to electronic customer check-in and baggage drop, with the possibility of mitigating the situation through manual check-in operations. The attacked software, Muse, enables different airlines to share check-in desks and boarding gates at airports.
While British Airways has successfully transitioned to a backup system, most other airlines operating from Heathrow have felt the effects of the cyber-attack. Passengers like Lucy Spencer reported long queues, manual luggage tagging, and phone check-ins. Monazza Aslam expressed frustration about missing her connecting flight at Doha after being stranded on the tarmac for over an hour. Despite the challenges, some travelers, like Luke Agger-Joynes, appreciated the preparation and efficiency displayed by their airline and the airport.
In response to the situation, Heathrow assured passengers of additional staff in check-in areas to ease disruptions. Transport Secretary Heidi Alexander shared that she was monitoring the incident closely. Brussels Airport experienced cancellations and delays, leading Eurocontrol to request airlines to reduce flight schedules. Europe’s busiest airport, Heathrow, faced over 140 delays, emphasizing the complexity of departure control. This incident reignites concerns about the industry’s vulnerability to digital system issues following a similar global IT crash the year before
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