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Aer Lingus says online check-in ‘back up and running’ following earlier disruption

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Aer Lingus says its online check-in and “manage trip services” are now back up and running, after some problems re-emerged this morning.

This morning the airline said the services had been fully restored following disruption yesterday.

Shortly after 6am this morning the airline said: “Online check-in and manage trip services are now available again via our website and mobile app. We apologise to customers for any inconvenience caused by the issues.”

However, the system issues resurfaced and passengers began lodging complaints with the Aer Lingus Twitter page.

Just after 9am a passenger contacted the airline to say he was trying to check in since yesterday and has still had “no joy”.

In a statement this morning, a spokesperson for Aer Lingus said: "We are aware that some customers are again experiencing issues checking-in online via our website and mobile app and managing their bookings. Our team is working to resolve these issues as quickly as possible.

"For customers who have been unable to check-in online, check-in remains available at the airports and there is no impact on our schedule. Customers should arrive at the airport 2 hours before departure for European flights and 3 hours before departure for transatlantic flights.

"Customers who require assistance with their booking can contact our customer service agents across our call centre, live chat and social media channels. We apologise for the inconvenience caused to customers."

In a last hour, the airline confirmed that the earlier issues have been resolved.

"Our online check-in and Manage Trip services on our app and http://aerlingus.com are now back up and running following some issues yesterday and earlier today. We’re so sorry for any inconvenience caused to our customers,” an Aer Lingus spokesperson said.

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It comes as thousands of passengers were discommoded when Aer Lingus’ online check-in systems went down on Saturday, September 10.

On Friday the airline confirmed that the traffic chaos was caused by a severed fibre optic cable at the offices of its UK cloud services provider.

In a statement sent to affected passengers, Aer Lingus CEO Lynne Embleton said the connection issue stemmed from “unrelated construction work damaged”.

"Aer Lingus has a contract with a leading cloud services provider to host the network and infrastructure behind our core operational and customer system. Their internet services provider in the UK had a major failure in their network when, early on Saturday morning, unrelated construction work damaged one of the fibre optic cables which provide connection to our systems.

"The cable was not repaired until 5.30pm and at that point, our Aer Lingus systems began to come back on-line,” Ms Embleton wrote.

"Of course, the question we have asked our supplier is what happend to the back-up which should have kicked-in and supported our systems. And the answer is that unfortunately, a component then failed in the back-up.

"This should not have happened and our supplier has apologised for both the break in the main connection and the failure in the back-up. Both have now been fixed and measures have been put in place which should prevent an outage of this type happening again.”

Aer Lingus has not indicated what has caused the latest disruption.


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