Hong Kong International Airport experienced a computer system failure on the 23rd of June, affecting flight information updates until fully restored on the 24th of June. The Honorary Chairman of the Hong Kong Information Technology Association, Fang Baoqiao, stated in an interview on Hong Kong television that despite the airport being a major infrastructure, the emergency backup system activated by the Airport Authority did not fully meet the requirements of the original system, which was disappointing.
According to airport flight data systems, the system failure occurred at 7 a.m. on the 23rd, prompting the Airport Authority to manually provide information to passengers through handwritten notices. Following a comprehensive inspection, all flight information display screens at the departure and arrival halls, boarding gates, and baggage claim areas of the airport were reported to be operating normally on the 24th of June. Additionally, the airport website and the My HKG mobile application have also returned to regular operation.
Fang Baoqiao mentioned that the incident did not have a significant impact on passengers, but some travelers were left confused after passing through customs without gate instructions and had to rely on handwritten whiteboards for information, which created a sense of uncertainty. He criticized the Airport Authority for not ensuring that the backup system could seamlessly take over in the event of a system failure, emphasizing the importance of maintaining essential functions.
He further suggested that for essential infrastructure like the airport, the Airport Authority should have parallel backup systems running concurrently to ensure uninterrupted operation. Comparing to other critical institutions like the stock exchange and major banks that have fully operational “Hot Standby” backup systems, he emphasized the need for the airport to consider developing a reliable backup system for such critical incidents.
Meanwhile, the Chairman of the Legislative Council’s Transport Panel, Chan Hang-bon, acknowledged that the situation did not escalate into major chaos, but noted discrepancies in format between the backup system and the original system, raising concerns about their compatibility. Legislative Council member and Airport Authority Board Member, Chan Chung-ni, revealed during a radio show that the Airport Authority detected the issue around 7 a.m. on Sunday and activated the backup system, albeit with limited success. However, they continued to use the backup system as a precautionary measure, resorting to manual methods for displaying boarding information.
Passengers like Jacob, who was stranded at the airport hotel on Monday after missing his flight due to the system glitch, expressed frustration over the situation. He arrived at the airport early on Sunday to catch a morning flight after monitoring the airline’s mobile application in the VIP lounge but was not informed of the system failure until boarding time. Despite the airline arranging an alternate seat for him to continue his journey, he incurred additional expenses due to the delay, including airport hotel costs that might be challenging to recover.
Jacob disclosed that other passengers, including foreign tourists and parents with young children, also missed their flights on that day. While the airline provided him with an alternative arrangement, he lamented the inconvenience and financial burden incurred due to the disruption. The incident left him and others disappointed in the once stellar service standards of the airport, describing it as a “major setback” in the airport’s reputation.