UPDATE: Alaska Airlines Computer Outage That Caused Delays ‘Resolved’


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UPDATE SUNDAY 3/27/11 10:30am: Alaska Airlines announced Sunday morning that the “computer system outage that disrupted Alaska Airlines and Horizon Air flights Saturday has been resolved.”

Their press release adds:

“The majority of Alaska and Horizon flights are operating on time although the airlines have delayed about a dozen flights due to crew scheduling issues. Customers traveling today are still advised to check the status of their flight at www.alaskaair.com or by calling 1-800-ALASKAAIR before leaving for the airport.”

On Saturday (March 26), Alaska and Horizon canceled 150 flights affecting some 12,150 passengers due to a computer malfunction. Customers were being re-accommodated on the next available flight at no charge and in some cases on other airlines.

“With computer systems restored and our operation back on track today, we will continue to assist those customers whose flights were canceled yesterday,” Alaska Airlines President Brad Tilden said. “On behalf of the 13,000 Alaska Airlines and Horizon Air employees, I offer my profound apology to customers inconvenienced by this disruption.”

Customers whose flight plans were affected by the computer outage and have been re-accommodated are advised to contact the airlines’ Customer Care team at http://bit.ly/eJUPTe.

PREVIOUSLY: Alaska Airlines says that a computer system outage that disrupted about 15 percent of its flights (including Horizon Air) on Saturday (March 26) has been partially restored.

Alaska and Horizon flights are operating, although many are delayed by two hours or more and additional cancellations are possible.

Here’s the rest of Alaska’s press release:

By midday, Alaska and Horizon had canceled about 140 flights affecting some 11,700 passengers. Customers are being re-accommodated on the next available flight at no charge. The airlines are also working to accommodate customers on other carriers.

“We’re working to get our operation back to normal as quickly as possible and are very sorry for the inconvenience to our customers,” Alaska Airlines President Brad Tilden said. “We are doing all we can to book them on other flights.”

Passengers are advised to check the status of their flight on www.alaskaair.com or by calling 1-800-ALASKAAIR before leaving for the airport. Customers whose flight plans are affected are advised to change their flight reservations on alaskaair.com. Alternatively, they can call: Alaska Airlines Reservations: 1-800-ALASKAAIR (1-800-252-7522) or Horizon Air Reservations: 1-800-547-9308
(TTY/TDD Users: 1-800-682-2221).

Following flight re-accommodation, the airline encourages customers to contact its Customer Care team at this URL: http://bit.ly/eJUPTe.
Twenty of Alaska Airlines’ 58 canceled flights were departing Seattle while another 10 were flying in the state of Alaska. The remaining cancellations affected departures throughout the airline’s route system, including six in Southern California, five in Portland and four in the Bay Area. Horizon has canceled 81 flights so far today, including 30 departing from Seattle, 13 in Portland and eight in Spokane, Wash.

A central computer system used to prepare flight plans and other information went down about 3 this morning when a backup power system upgrade was being installed and a transformer malfunctioned. IT specialists have temporarily restored the system and will work on permanent repairs overnight Saturday.

Also, as proof that addressing issues immediately in our modern-day, fully-connected, transparent society, Alaska President Brad Tilden and Horizon President Glenn Johnson posted this video late Saturday afternoon (we’re pretty sure they probably Tweeted and Facebooked the same message):

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