Microsoft outage, cancelled flights: What rights do passengers have?

Recently, a major incident affected several airlines due to a malfunction of the Microsoft system, which is crucial for their operations. This bug led to the cancellation of many flights, leaving thousands of passengers stranded in airports.

This technical problem raises a pertinent question: can this IT failure be considered a fault attributable to the airlines or is it a case of force majeure?

Dependence on IT systems

In the airline industry, digitalization and automation are omnipresent. Check-in systems, control towers and even some airport services rely heavily on IT solutions provided by technology giants like Microsoft. This dependency can turn into a major vulnerability when these systems fail.

Who is liable?

Determining liability in such cases is not trivial. If the failure is due to a defect in the Microsoft system, airlines could argue that it is an event beyond their direct control, thus classifying the incident as a case of force majeure. However, the extraordinary circumstances argument must be carefully assessed, as it exempts airlines from any liability towards passengers.

Recourse to compensation experts

Faced with these uncertainties, it is essential to consult experts in air transport law. These specialists can provide precise insight into the rights of passengers and the obligations of carriers in these types of situations. Indeed, if airlines are found liable for cancellations due to foreseeable and manageable failures, affected passengers may be eligible for compensation.

Enforcing your rights

It is crucial to investigate the extent of the failure and its direct and indirect impacts on flight operations. If an airline is found liable for not having taken appropriate measures to prevent or manage such failures, passengers may be entitled to compensation for the inconvenience suffered.