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The airline system failure has resulted in delays in registration procedures. The local flight to Bangkok was delayed by two hours, and some passengers waited for five hours at the airport before boarding.
Ms. Chen (36 years old) complained to the New Ming Daily that she was scheduled to take Jetstar flight 3K515 to Bangkok on Saturday (February 22). The departure time was 11:20 am. She came to Changi Airport's Fourth Passenger Building at 8:45 am on Saturday to check in.
“I saw that all the kiosks showed that the system was not available, so I went to the counter to queue up for the staff to assist in checking the plane.”
She said there are more and more passengers queuing up to board the plane.
“I had been queuing with my friend for about an hour and a half before the counter handled about 10 passengers. It was 9:30 in the morning, and there were staff members asking if there were any passengers who were going to fly to Penang, and their plane should be It took off at 10 a.m..”
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She said that at that time, the airport staff assigned free refreshments to passengers, and she did not complete the check-in procedures after about two hours.
“We arrived at the gate at 11:15. Since we had observed that there were at least a hundred people behind the team waiting to register, we knew that the flight would be delayed.”
Ms. Chen said that the live broadcast notified that the plane would delay its takeoff, but there was no clear time.
“We just kept waiting, and the staff told us not to leave the boarding gate.”
She boarded the plane at about 1:30 pm and arrived in Bangkok, Thailand at 3:50 pm. She received an email from Jetstar Airways after arriving, saying the flight was delayed by two hours.
“We have been seeing flight delays recently, and we are actually quite worried, so we also purchased travel insurance in advance,” she said.
Jetstar said Saturday morning information technology (IT) issues affected their registration and boarding systems for about three hours. The problem was resolved at 12 noon, but it also caused some delays in flights throughout the day.
“We thank the passengers for their patience and understanding and sincerely apologize for any inconvenience caused.”
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