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The airline has issued a travel advisory urging the passengers to complete online check-in before reaching the airport to avoid delays.
Air India issues advisory as cyberattack disrupts check-in systems
New Delhi: Air India has issued a travel advisory for passengers after a major cyberattack disrupted check-in and boarding operations at several European airports, including London’s Heathrow. In its advisory, the airline has urged the passengers to complete online check-in before reaching the airport to avoid delays.
The disruption began late on Thursday when a cyberattack hit the systems of Collins Aerospace, a third-party service provider.
"A third-party passenger system disruption at Heathrow may cause delays in the check-in process. Our ground teams in London are working to minimise inconvenience," Air India posted on X.
A third-party passenger system disruption at Heathrow may cause delays in the check-in process. Our ground teams in London are working to minimise inconvenience.
Passengers flying with us from London today are advised to complete their web check-in before…
— Air India (@airindia) September 20, 2025
"Passengers flying with us from London today are advised to complete their web check-in before arriving at the airport to help ensure a smooth experience", the tweet added.
The attack crippled its “MUSE” (Multi-User System Environment) platform, which is widely used for passenger check-in, boarding pass printing, and baggage handling.
Due to this the airports in the United Kingdom, Belgium, and Germany were forced to switch to manual processing. London Heathrow, Brussels, and Berlin airports reported long queues with passengers facing extended waiting times.
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Berlin Airport also reported longer waiting times at check-in, citing a technical issue at a "system provider operating across Europe." It said teams were working on a quick solution.
Collins Aerospace, a single service provider, was targeted in a cyberattack. This service provider provides boarding and check-in at all airports, including major ones. Berlin, London Heathrow, and Brussels were among the major European airports whose operations were suspended.
Passengers were left stranded for hours as a result of numerous flight delays. The automated systems at Brussels Airport are currently offline, enabling only manual check-in and boarding after the attack was confirmed.
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London Heathrow Airport said, "Collins Aerospace is experiencing a technical issue that may cause delays for departing passengers.”
Passengers traveling to or through the affected airports have been asked to check flight status updates with their airlines before heading to the airport.
