Travelers couldn’t verify their flight checks, and some remained stuck onboard airplanes when United Airlines faced a countrywide system failure on May 2.
The outage impacted the United app, leading to numerous flight delays throughout the U.S., beginning roughly at 11 a.m. Arizona time.
Shortly after 2:00 PM, a spokesperson for United Airlines told The Arizona Republic that flight booking details were temporarily inaccessible due to a problem with one of their suppliers. However, they didn’t disclose which supplier was involved.
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As stated by United, the problem has been addressed for their own passengers; nonetheless, travelers flying with their partner airlines might continue to face occasional difficulties.
How the United outage impacts Phoenix Sky Harbor International Airport
Multiple United Airlines customers shared on social media about problems they faced during check-in processes, encountering errors when using the airline’s application.
Downdetector
The monitoring service, which tracks technical disruptions, reported receiving over 300 notifications just after 11 a.m. Arizona time on May 2. These alerts indicated problems with United Airlines’ website, check-in processes, and mobile application.
By 2:15 p.m., the flight tracking website FlightAware indicated 651 delayed and 19 cancelled United Airlines flights across the country, with 13 of those delays occurring at
Phoenix Sky Harbor International Airport
.
What options do travelers have if their flight gets cancelled?
When a flight is canceled or substantially delayed, United Airlines will rebook passengers onto another flight operated by either United or one of their partner airlines without charging an additional fee.
Travelers whose flights are delayed by at least three hours can receive meal vouchers. Those affected by overnight flight cancellations or delays have access to a free hotel room along with shuttle services between the airport and the hotel.
United recommends passengers
check the airline’s website
For delayed or canceled flights, use the mobile app to alter your travel plans, ensure your luggage stays with you on the rescheduled flight, and check if you qualify for additional services such as hotel or meal vouchers.
Within 24 hours of their flight, passengers can utilize United’s Agent on Demand feature. For additional support, they have contact centers available. You can reach them at 800-864-8331, send a text with “UNITIED” to 32050, or access assistance through the United mobile application.
Passengers at the airport have the option to utilize self-service kiosks located in both the check-in area and within the terminal, or they can seek help from a gate attendant or customer service representative.
Michael Salerno is an acclaimed journalist with expertise in travel and tourism, having written extensively on these topics since 2014. As The Arizona Republic’s consumer travel correspondent, his reporting focuses on assisting readers in managing the challenges of travel and ensuring they receive optimal value during their trips. You can contact him through email.
Michael.Salerno@gannett.com
.
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The article was initially published in the Arizona Republic.
Large airline system failure causes numerous flight delays across the U.S., here’s what Arizona travelers should be aware of.
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