Automated check-in system glitch forced JAL to cancel 32 flights, affecting 2,500 passengers

 Wednesday, May 8, 2019 

Japan Airlines Co. (JAL) cancelled 32 domestic flights on Wednesday due to a glitch in its automated check-in system. It affected about 2,500 passengers. The system was restored by 10 a.m. JAL is investigating the cause of the problem, which might have resulted from a network fault. Apart from 32 cancellations, there were 92 delays.

At 6:50 a.m., travelers were unable to use automated check-in machines for domestic flights and other services at airports around Japan. JAL’s “touch and go boarding service” also had troubles. Luggage check-in services were unaffected by the system failure. The customers had to complete the boarding process over the counter.

The cancelled flights included those linking Tokyo with Fukuoka and Osaka with Sendai.

In the morning, the lobby of Itami airport straddling Osaka and Hyogo prefectures in western Japan was packed with bewildered travellers who formed long lines in front of JAL service counters.

By 11 a.m., 32 flights had been cancelled, including those at Haneda, Osaka and Fukuoka airports. 92 flights were delayed for more than 30 minutes. According to JAL, the problem occurred in one of the two systems that share passenger information between servers and each airport.

In March, JAL renewed its check-in system for domestic flights, but almost immediately, on March 18, travelers were unable to use the “touch and go boarding service” for about 40 minutes.

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