Africa World Airlines expresses with deep regret, the disruption to service delivery to our esteemed customers over the past 16 days. The disruption manifested after a failure of 3rd party application systems which form the core of our passenger reservation and other services systems.
The system responsible for issuing tickets, passenger handling and payment operations, suddenly dropped offline and was unavailable on the 21st of April 2021, and as a result we experience significant disruption to these services. Our immediate response has been to implement backup measures and procedures which have been more demanding for all concerned as several automated functions are now processed manually, which in some cases may appear as a deviation from the premium service most of our customers have been used to. The manual ticketing and check-in procedures have resulted in delays or cancellation to certain flight schedules.
In order not to unduly delay or inconvenience customers who may be planning activities according to our schedules or within a specific timeline, we are revising our current schedules to accommodate longer check-in and boarding processes. This will allow ample time for passengers to be processed without the risk of delays or cancellation to scheduled flights, but may result in fewer operated scheduled flights. We are working alongside our service providers round the clock to ensure our systems are fully restored at the earliest.
We are very grateful for the patience and understanding so far displayed by most of our esteemed customers during these times, and propose to appease or compensate inconvenienced passengers in due course.