British Airways said its IT systems are back up and a full flight schedule is planned Tuesday at London’s airports, where thousands of passengers were stranded because of the breakdown.
While the carrier toiled to find out exactly what went wrong, it apologized and said it was working to reunite travelers and their bags.
“We are extremely sorry for the frustration and inconvenience customers experienced over the Bank Holiday weekend and thank them for their patience and understanding,” British Airways said in a statement late Monday.
The airline earlier said that it does not have “a complete picture” of what caused the catastrophic IT outage that took down its systems in 170 airports across 70 different countries.
The impact of the incident, which began on Saturday, continued with a third day of disruption on Monday, a national holiday in the UK. At least 75,000 customers have been affected.
“At this stage we know there was an exceptional power surge that collapsed our IT systems, bringing down all our flight, baggage and customer communication systems,” said Alex Cruz, the CEO of British Airways, in a statement. “It appears to have been so strong that it rendered the back-up system ineffective.”
BA was forced to cancel Saturday flights out of London’s Gatwick and Heathrow airports.
At Heathrow, short-haul flights continued to be affected Monday, with cancellations affecting flights to Stockholm, Copenhagen, Marseille, Vienna, Amsterdam, Milan and cities across the UK. Customers complained on social media that they were yet to be reunited with their luggage.
Cruz said: “At the moment, we do not have a complete picture of what happened. Our focus has been on putting things right for the customers affected. When that process is complete, we will hold an exhaustive investigation into the causes of this incident — and do whatever is necessary to ensure it cannot recur.”
Cruz said 95% of flights were back to normal by Monday and that two-thirds…