Passengers left stranded at Gold Coast Airport after an IT systems outage
Update: The Gold Coast Airport has made a startling admission as it probes a chaotic power outage which hit check-in and baggage carousels, impacting 27 flights.
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UPDATE: THE Gold Coast Airport admits “elements of our (back up) system did not work” when a chaotic power outage hit check-in and baggage carousels on Monday, impacting 27 flights and thousanders of travellers.
A Gold Coast Airport spokesperson on Tuesday said the 2am outage – which lasted six-and-a-half hours – and its cause was still being probed.
“The cause of (Monday’s) power outage remains under investigation by our team.
“Gold Coast Airport is prepared for power outages, and has a back-up generator system for that reason. However, there were elements of our system that did not work as intended to and we are focussed on finding out why so that we’re able to improve resilience, and mitigate against the likelihood of a similar event happening again.”
Of 27 flights impacted, 16 were departures and 11 arrivals.
Some travellers departing from and arriving at the Coolangatta terminal had their flights moved to the next day.
Some were even diverted to Brisbane Airport, while others waited for answers.
Airlines worked to rebook passengers but the Bulletin understands will not be offering compensation because like a weather event, the IT outage was outside their control.
EARLIER: Thousands of passengers’ travel plans have ended up in disarray and nearly 30 flights disrupted in a Gold Coast Airport systems meltdown mystery - as airlines respond.
Travellers departing from and arriving at the Coolangatta terminal were in limbo from early Monday morning with the IT drama affecting all check-in counters and baggage carousels.
Systems went down at 2am and were not back up and running until six-and-a-half hours later at 8.30am.
Gold Coast Airport chief operating officer Marion Charlton apologised on Monday mid-morning for the flow-on affects of the outage.
“Systems such as flight information and check-ins systems were temporarily blocked bringing our operation to a standstill this morning,” she said.
By late Monday afternoon the cause remained a mystery.
A Gold Coast Airport spokesperson told the Bulletin: “Gold Coast Airport experienced a power outage overnight which resulted in an issue with the check-in system this morning.
“All systems were back up and running by 10:15am this morning, however our team is continuing to investigate the cause of the power outage.”
Airlines are wiping their hands of responsibility for any compensation for impacted passengers despite working to rebook passengers at no charge, the Bulletin understands.
A Virgin spokesperson told the Bulletin on Monday night: “Our customer recovery team has been working hard to get our guests on their way as quickly aspossible. We appreciate everyone’s patience and understanding.”
The Bulletin understands while Jetstar and Virgin rebooked customers on other flights at no cost, they did not offer compensation because like a weather event, the IT outage was outside their control.
A total of 27 flights were impacted, which included 16 departures and 11 arrivals.
The airport’s Ms Charlton said four of those flights had landed and three had departed from the Gold Coast Airport by Monday morning.
Another two Jetstar flights were diverted to Brisbane Airport.
“There is definitely disruption to our customers this morning and I really feel for people who were caught up in it,” Ms Charlton said.
“It was a busy morning to be managing a situation like today.”
Customers looking for compensation for their flights they should contact their airlines, she said.
“I am hopeful by this afternoon we are absolutely back to normal operations.”
A Gold Coast Swissport employee, who looks after Air New Zealand and Virgin Australia check-ins, said it was “chaos”.
“There was a 2am blackout,” they said.
“Apparently there was a fibre in the fuse and it got fried.”
The employee said an Air New Zealand flight scheduled to depart at 6am only left at 7.50am.
Traveller Justin Herald posted to Twitter around 6.30am saying the Virgin Australia systems were down as tensions were rising.
“Hey @VirginAustralia the system is down at Gold Coast Airport so your staff member (yes, just one staff member) is manually checking hundreds of passengers in while four staff members watch.
“Here’s a thought … maybe get all staff members to check passengers in just like Jetstar is doing.”
Another passenger said he receieved a text while in the secruity line which said his flight was rebooked for the next day.
“Virgin Australia starts cancelling flights even after bags are checked in,” Adam Gilmore said.
“Don’t know why airlines think it’s okay to cancel and rebook you the next day automatically.”
Many passengers were flying into the Gold Coast ahead of the Harry Styles concert on Tuesday night at Heritage Bank Stadium.
“Dear Harry Styles, please pick me up from Sydney Airport,” Maya tweeted.
“I’m stuck and can’t get back to the Gold Coast."
The power outage comes a week after budget airline Scoot announced it was suspending its Gold Coast services to Singapore on July 17.
The Swissport employee said the remaining Scoot vacant check-in bays were taking up space where they could have manually processed passengers for Air New Zealand during the outage.
PASSENGER FURY
Fuming passengers caught out by the Gold Coast Airport power outage on Monday morning say it was “chaos” in the terminal and airline communications were “confusing”.
SYDNEY-BOUND
Charlotte Poirier, flying Gold Coast to Sydney, said she arrived at Coolangatta’s airport at 7.30am to “absolute chaos” claiming hundreds in the departures terminal made it impossible to move.
“We had a flight booked with Virgin for 9.20am – you couldn’t walk inside,” Ms Poirier said.
“Nobody was able to give out any information.”
Ms Poirier claimed Virgin had not informed passengers of cancellations or delays prior to their arrival and information received later on was contradicted by other Virgin employees.
“We checked-in our luggage but the moment we did that we were told our flight had been cancelled,” she said.
“We were then told we had to wait as our luggage was being taken to the plane.
“We were given a number to call so we called Virgin who then said our flight was just delayed, so we rushed back to them (on the ground) saying it was cancelled…
“There was misinformation everywhere, it was so confusing.”
Ms Poirier said the airline had offered accommodation and details with a new flight but another staffer told them that wouldn’t be the case.
“We called the phone number again and were booked on another flight for 2.20pm.
“We haven’t been offered any water any food – it’s just not good enough.”
MELBOURNE-BOUND
Passenger Jeremy Mawson was to fly to Melbourne at 11.55am. His Virgin flight wasn’t cancelled but the airline kicked him off his flight to give the seat to another passenger, he claimed.
“I’ve been bumped to tomorrow,” Mr Mawson said.
“I only learnt when I got here and was trying to check-in. I don’t know why I was bumped.”
Mr Mawson said Virgin had not offered compensation.
“Virgin said there are flights from Brisbane this afternoon - but they said they were unable to help and gave me a phone number. They seem to be under a lot of stress.”
LIMBO LAND
Sydney-bound David Rodrigo said he didn’t get notified of his flight cancellation until just prior to his arrival.
“I arrived at 9.55am - five minutes before I had a message from Virgin saying my flight was cancelled and I had a new flight tomorrow at the same time.”
Mr Rodrigo said he spoke to a Virgin employee on the ground and was told he had to travel to Brisbane or Ballina “at his own cost”.
“I said it doesn’t matter if it’s the last flight – I need to get there for work. They wouldn’t even tell me if any flights were available they just handed me a number.
“I spoke with Virgin via phone - they told me I have a flight in Brisbane at 4.05pm however travel to Brisbane airport was under your cost.”
Mr Rodrigo said the airline would cover the cost of the flight but: “When I received the confirmation of the new flight I go to check-in and I receive a notification saying: ‘check-in when the balance of your payment is done’.”
Mr Rodrigo said he was told by Virgin staff at Coolangatta they were unable to help and he had to resolve the matter at Brisbane airport.
“They better tell me I’m flying cause if they tell me there (Brisbane) we are gonna have more than words.
“They knew about this problem for hours, they should have communicated with the passengers.”
Hey @VirginAustralia the system is down at Gold Coast airport so your staff member(yes just 1 staff member)is manually checking hundreds of passengers in whilst 4 staff members watch. Here’s a thought… maybe get all staff members to check passengers in just like Jetstar is doing
— Justin Herald (@jherald) February 26, 2023
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