Grounded Flights, Crashing Apps: Alaska Airlines Calls for Tech Overhaul After a Week of Chaos

Following a week of technological turmoil that left passengers stranded and digital services offline, Alaska Airlines is taking drastic measures to overhaul its entire technology infrastructure. The carrier has announced a partnership with consulting giant Accenture to conduct a sweeping audit of its systems after a series of critical failures.

The airline's operational nightmare began on October 24, when a severe IT outage grounded its entire fleet for the better part of a day, causing widespread delays and cancellations. As if that wasn't enough, travelers faced further frustration just days later when the airline's website and mobile app went dark. This second incident was attributed to a massive global outage of Microsoft’s Azure cloud platform, which crippled key digital systems for Alaska and numerous other companies worldwide.

In response to this cascade of failures, the airline is initiating what it calls a “top-to-bottom review” of the Alaska Air Group’s technology environment. The collaboration with Accenture aims to build a more resilient and reliable operation, putting the passenger experience at the forefront. According to the airline, the audit will be an exhaustive examination of its technological standards, internal processes, and the overall health of its digital systems.

The primary goal is to produce a set of clear, actionable recommendations that can be implemented swiftly to prevent a repeat of last week's chaos. The airline is signaling a serious commitment to shoring up its digital backbone to regain passenger trust and ensure operational stability.

The financial toll of the disruptions is expected to be significant. In a recent regulatory filing, Alaska Air Group confirmed it would delay its fourth-quarter forecast until early December. The update will be released only “once the full financial impact of the recent IT disruptions is understood,” highlighting the material cost of the outages. This move underscores the severity of the situation as the airline works to quantify the damage and chart a more stable course forward.