This past weekend, travellers across South Africa faced unexpected chaos as a global system failure wreaked havoc on check-in procedures for FlySafair and LIFT Airlines. What was meant to be a routine airport experience quickly turned into a logistical nightmare, with long queues, frustrated passengers, and delayed flights.
The Moment It All Went Wrong
For many, the warning signs appeared as soon as they arrived at the airport. Business travellers, families on vacation, and students heading back to university were all met with an unusual sight—long, stagnant queues snaking through check-in counters. The culprit? A widespread technical glitch that crippled the airlines’ check-in systems, rendering them almost inoperable.
ACSA (Airports Company South Africa) confirmed that the system failure wasn’t localised but part of a larger, global issue. “Technicians from multiple service providers have been working tirelessly to resolve the issue,” an ACSA spokesperson explained. However, there was no immediate timeline for when normal operations would resume.
A Ripple Effect Across Airports
The delays had an immediate and far-reaching impact. Some passengers, arriving just in time for their flights, were forced to sprint through security checkpoints, while others missed their flights altogether.
Sarah Mokoena, a frequent traveller who was heading to Cape Town for an important business meeting, described her frustration: “I’ve never seen OR Tambo this chaotic. The check-in line wasn’t moving, and the staff was clearly overwhelmed. I had to rebook my flight because I couldn’t check in on time. It was a nightmare.”
With automated systems down, airline staff had to resort to manual check-ins, a time-consuming process that significantly slowed boarding procedures. FlySafair and LIFT Airlines scrambled to deploy extra personnel to assist with the backlog, but the sheer number of affected passengers made the situation difficult to manage.
How Airlines and ACSA Responded
Recognising the extent of the issue, ACSA urged passengers to arrive at the airport much earlier than usual—three hours for regional flights and two hours for domestic ones. They also encouraged travellers to monitor flight updates via the ACSA mobile app and airline websites.
LIFT Airlines released a statement reassuring passengers that they were actively working on solutions: “Our teams are managing the situation with professionalism and are doing everything possible to minimise the impact on travellers. We appreciate your patience during this unforeseen disruption.”
Finally, a Return to Normalcy
By Monday, March 17, FlySafair and LIFT Airlines confirmed that the system issues had been resolved, and check-in processes were back to normal. Passengers who had been affected were offered rebooking options, though for many, the frustration of the weekend lingered.
Lessons for the Future
This incident raised important questions about the resilience of airline operational systems. Aviation analyst Nozipho Mbatha noted: “As much as digital check-in systems have streamlined travel, they also present a single point of failure. Airlines must ensure they have robust backup processes in place to prevent widespread disruptions like this.”
For many South Africans, the weekend’s chaos served as a stark reminder that even the most routine travel plans can go awry.
What Can Passengers Do in the Future?
If there’s one takeaway from this experience, it’s the importance of planning ahead. Travellers are advised to:
- Arrive earlier than usual, especially during peak travel times.
- Stay updated with airline notifications and check-in as early as possible.
- Have backup travel plans in place in case of unexpected delays.
The check-in delays that disrupted FlySafair and LIFT Airlines this past weekend were more than just an inconvenience—they highlighted the fragility of modern air travel systems. While the crisis has passed, it serves as a wake-up call for airlines, airport authorities, and passengers alike. The aviation industry must take proactive steps to prevent similar disruptions in the future, ensuring a smoother experience for everyone in the skies.
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