Searches timing out on DJ site

[anat0l]

JQ did have some issues but only for about 15min in total. Also with JQ they regurally do manual check-ins at all airports (for training) so they can do it with out too much of a delay to passengers if something does go wrong.

I wonder if that explains why JQ check-in can be painstakingly long at times.

 

[pauly7]

For JQ it is the same system and same provider, but they have different IT companies dealing with the backends of the systems.
AFAIK JQ uses IBM and DJ uses Accenture(sp?).

JQ did have some issues but only for about 15min in total. Also with JQ they regurally do manual check-ins at all airports (for training) so they can do it with out too much of a delay to passengers if something does go wrong.

Thanks like I said my sources were the two least reliable news sources in Oz.

Will be interesting to get crazydaves take on it all when he escapes from the chaos to post!

 

[kamchatsky]

I just wondered how much would it cost DJ for IT system crashes such as this, and how much Navatire have to pay DJ for breaching SLAs (assuming there is a SLA in place)?

 

[PineappleSkip]

The blame game has started...

Navitaire outage strands Virgin Blue passengers
iTWire - Navitaire outage strands Virgin Blue passengers

DJ pointing the finger at Navitaire. Not clear why Jetstar had no significant problem though. Navitaire is apparently a subsidiary of Accenture. Accenture saying nothing.

Will be interesting to see who winds up paying for all that accommodation last night

Cheers skip

 

[jsd]

I think they should have gone to Amadeus when they had the chance instead of upgrading the Navitaire system.

I'm not sure why the 'Blue' group (Virgin/Pacific/Polynesian) aren't aligned on the same system as V Australia, that part confuses me :?: :-|

 

[crazydave98]

So here's what happened (from press release just issued)

This afternoon the Virgin Blue Group of Airlines received its first report from information technology provider, Navitaire, on the cause of yesterday’s hardware failure and subsequent outage of the airline’s internet booking, reservations, Check-in and boarding systems. Navitaire is the supplier of Virgin Blue’s reservation and distribution software platform and also hosts that platform on its own server infrastructure at a data centre in Sydney.

At 0800 (AEST) yesterday the solid state disk server infrastructure used to host Virgin Blue failed resulting in the outage of our guest facing service technology systems. We are advised by Navitaire that while they were able to isolate the point of failure to the device in question relatively quickly, an initial decision to seek to repair the device proved less than fruitful and also contributed to the delay in initiating a cutover to a contingency hardware platform.

The service agreement Virgin Blue has with Navitaire requires any mission critical system outages to be remedied within a short period of time. This did not happen in this instance. We did get our check-in and online booking systems operational again by just after 0500 (AEST) today.

Navitaire has given us an assurance that they are thoroughly investigating all circumstances which led to the hardware device failure and the delay in getting an alternative platform up and running. They have given an undertaking to get a full report to us as soon as possible.​

 

[kamchatsky]

So here's what happened (from press release just issued)

The service agreement Virgin Blue has with Navitaire requires any mission critical system outages to be remedied within a short period of time. This did not happen in this instance. We did get our check-in and online booking systems operational again by just after 0500 (AEST) today.

Navitaire has given us an assurance that they are thoroughly investigating all circumstances which led to the hardware device failure and the delay in getting an alternative platform up and running. They have given an undertaking to get a full report to us as soon as possible.[/LEFT]
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Of course I do not expect any answers from crazydave here, but I wondered much much Service Credits Navitaire will have to pay DJ in this instance for clearly breaching their SLAs? It could be maximum allowable SCs (and I hope DJ doesn't set that bar too low!). Ouch!

 

[PineappleSkip]

Re: Searches timing out on DJ site. Is it happening again?

ABC news online has reported that DJ's check in system has failed again this morning in BNE and pax are being checked in manually.

Anyone got an on the spot update? Is this happening elsewhere?

Cheers skip

 

[jsd]

Re: Searches timing out on DJ site. Is it happening again?

ABC news online has reported that DJ's check in system has failed again this morning in BNE and pax are being checked in manually.

Anyone got an on the spot update? Is this happening elsewhere?

Cheers skip

There are currently issues at HBA as well.

The local radio stations are aware and telling people to show up at least an hour and a half before your flight.

Don't have any other info at hand but will post anything else I hear.

 

[markis10]

Re: Searches timing out on DJ site. Is it happening again?

ABC news online has reported that DJ's check in system has failed again this morning in BNE and pax are being checked in manually.

Anyone got an on the spot update? Is this happening elsewhere?

Cheers skip

Looks like an average hours delay, that will push through the system as the day goes on and possibly get worse, fun!

Same thing in MEL as well, I would imagine manual procedures are well bedded down:

 

[crazydave98]

Re: Searches timing out on DJ site. Is it happening again?

ABC news online has reported that DJ's check in system has failed again this morning in BNE and pax are being checked in manually.

Anyone got an on the spot update?

The check-in system was back up at 0620 this morning. Only first few flights of the day were directly affected and the queues I am told have cleared, but the late departures will cause some downstream delays. Guests should still check in at normal times. Lounges likely to be busy this morning.
cheers
CrazyDave98

 

[pauly7]

Again, empathy for DJ customers caught up in the delays.