According to a report by NY Publish, the problem started with a flight processing system breakdown on a bank holiday in August last year. Due to this, many flights had to be canceled and a large number of travelers were stranded at the airports for hours. The problem had increased due to some engineers being on the work-form-home that day. The investigation of the case revealed that the major reason for the delay in resolving the problem was the difficulty in authenticating the password credentials of an engineer with a work-form-home.
Due to this, the operation of flights across the UK almost stopped, the National Air Traffic Services (NATS) had arranged a level 2 engineer on the call. It was a busy day and the Level 1 engineer present in the NATS office started trying to solve this problem when the system failed at around 8.30 am. This engineer did not get success in this as Senior Technical Support Engineer was working in a remote manner. This senior engineer was delayed by trying to solve the problem by logging into his computer as he could not get access to the system due to difficulty in password authentication. After this, the engineers took more than one and a half hours to reach the airport, but despite this they could not solve the problem soon. This problem was completely cured after about four hours. However, by then, many flights had been interrupted due to the problem of software.
Due to this, the airlines had to pay more than $ 12.6 million as compensation to the affected travelers. The Civil Aviation Authority (CAA) gave 48 suggestions related to the policy after investigation. These included the available on-site of senior engineers during the busy period.
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