A significant technical issue within the National Air Traffic Services' (NATS) flight processing system caused widespread disruption across UK airports, impacting over 300,000 passengers. The British Civil Aviation Authority (CAA) has warned that those affected are unlikely to be entitled to compensation.
The failure, which occurred on Tuesday, led to the cancellation or delay of over 1,000 flights, stranding passengers at major airports including Heathrow, Gatwick, and Birmingham. British Airways alone reported canceling or diverting more than 100 flights, affecting tens of thousands of customers.
The CAA clarified that while airlines should still provide for passengers, compensation for delays or cancellations directly caused by this technical failure is improbable because the incident falls under 'extraordinary circumstances' as defined by passenger rights regulations.
Investigation Underway
The CAA has launched an investigation into the precise cause of the fault. NATS chief executive Martin Rolfe acknowledged that the service did not yet have a clear understanding of what went wrong. He stated that a cyber attack has been ruled out as a cause and that the system is now operating normally, but a significant tail of disruption remains.
Rolfe faced calls for his resignation following the incident, with airlines like Ryanair and Wizz Air criticizing NATS for what they described as repeated failures. Ryanair's chief operating officer, Neal McMahon, called the situation a repeat of a similar issue in 2023 and criticized NATS for a lack of investment in its systems. Wizz Air UK's managing director, Yvonne Moynihan, suggested a 'three strikes and you're out' approach was warranted.
Transport Secretary Heidi Alexander met with Rolfe and stated that she did not believe the disruption was unavoidable. She has asked the CAA to conduct an independent review to establish the cause and ensure the resilience of air traffic control systems, with a report due within six months.
Despite the calls for his resignation, Rolfe retained the support of Downing Street at the time of reporting. He emphasized that his focus was on resolving the immediate disruption and supporting affected airlines and passengers. He also noted that NATS has invested over a billion pounds in technology since its partial privatization 25 years ago, and that the UK's air traffic control service has a strong reputation for safety and resilience.