The apology follows two major IT failures in a week that impacted flights and frustrated travelers across Alaska Airlines’ network
ANCHORAGE , Alaska - Alaska Airlines ’ top executive has issued a public apology after a series of major IT disruptions led to flight frustrations, booking issues and widespread delays for passengers across the network.
In a letter sent to customers, Alaska Airlines President and CEO Ben Minicucci said the carrier is taking “concrete actions” to strengthen its systems after recent outages tied to Microsoft’s Azure cloud service impacted Both Alaska and Hawaiian Airlines. “While an apology can’t make up for what many of our guests have experienced, I want to share some additional insight and actions so that you know what to expect from us moving forward,” Minicucci wrote. The outages - one of which hit less than a week after a previous system failure - prevented passengers from checking in online and forced many to seek boarding passes from agents at the airports. The airline said its teams “worked quickly to stand up our backup infrastructure” to restore booking and check-in capabilities. Minicucci said Alaska Airlines has invested heavily in technology upgrades, boosting its IT infrastructure spending by nearly 80% since 2019 but acknowledged that “clearly more work is needed.” He said recent system integration efforts and app changes have created “pain points,” leading to cancellations and delays. To address ongoing issues, Alaska Airlines brought in consulting from Accenture to conduct an audit of its technology systems, evaluating standards processes and reliability. “Their assessment is under way, and we will implement their recommendations quickly,” Minicucci said. The disruptions also impacted users beyond the airline industry, with reports of outages hitting Costco, Office 365 and Minecraft, among other services.Anchorage man indicted on 6 murder counts in double shooting homicide downtownAlaska Army National Guardsmen adopt puppiesWillow’s Thunder Valley Speedway returned to original owners after property dispute, foreclosure auction
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