New Delhi, November 5, 2025:
Passengers flying with Air India from Delhi’s Indira Gandhi International Airport faced significant disruptions on Tuesday after a network system glitch halted check-in operations for nearly 70 minutes, leading to long queues, delayed baggage processing, and flight boarding slowdowns.
The outage, which began around 9:20 a.m., affected departure counters and boarding systems across several terminals before being restored close to 10:30 a.m. Airport officials confirmed that no flight cancellations occurred, though several departures were delayed by up to 45 minutes.
Technical Fault Behind the Glitch
According to airline sources, the issue was linked to a server malfunction in Air India’s departure control system, which manages passenger check-in, seat allocation, and baggage tagging. The problem disrupted both self-service kiosks and manual check-in counters, creating congestion in the terminal area during the busy morning schedule.
“Systems were temporarily unavailable due to a network disruption. Technical teams worked swiftly to restore full functionality,” an Air India spokesperson said, adding that the airline has initiated a technical audit to prevent future occurrences.
Scenes at the Airport
Passengers reported long waiting lines and confusion as staff were forced to process check-ins manually. Some flyers took to social media to highlight the delay, noting that ground handling teams were distributing handwritten boarding passes to maintain departures on schedule.
Airport authorities coordinated with the airline to manage passenger flow and prioritized international flights and connecting travelers to minimize further disruption.
Impact on Operations
While the glitch lasted just over an hour, it caused a ripple effect on flight schedules. Several morning departures to Mumbai, Bengaluru, and Hyderabad faced delays ranging from 25 to 45 minutes. Air India clarified that the issue did not affect its flight safety or air traffic control systems.
Operations returned to normal by mid-morning, and passengers who missed flights due to the delay were accommodated on subsequent services.
Past Instances and Industry Context
This is not the first time Air India has faced digital disruptions. Similar system outages were reported in 2023 and 2024, often linked to the integration of newer IT platforms following the airline’s acquisition by the Tata Group.
Industry analysts note that as airlines transition to cloud-based systems and centralized databases, occasional glitches remain a challenge, particularly when high passenger volumes strain network capacity.
“Airline digital ecosystems are becoming increasingly complex. The key is investing in redundancy and faster fallback systems,” said aviation analyst Rohit Sinha.
Airline’s Response and Passenger Assurance
Air India has since issued an apology to affected passengers and assured that the incident had no impact on safety or flight schedules beyond temporary delays. The airline also confirmed that technical safeguards and alternate access systems are being reviewed to ensure uninterrupted service during peak operations.
Passengers with delayed check-ins or missed connections were offered rebooking options and meal vouchers as part of the airline’s service recovery protocol.
Takeaway for Travelers
Travel experts advise passengers to:
- Arrive early during peak hours, especially when airlines announce system upgrades.
- Use online check-in and download boarding passes beforehand to avoid dependence on terminal systems.
- Track flight status through mobile apps or official airline channels during disruptions.
FAQs
What caused the Air India system outage at Delhi Airport?
The disruption was caused by a network glitch in Air India’s departure control system, which manages passenger check-in, seat allocations, and baggage processing. The issue brought both self-service kiosks and manual counters to a halt during the morning rush.
How long did the outage last?
The system was down for about 70 minutes, from around 9:20 a.m. to 10:30 a.m. Services gradually resumed after technical teams restored network stability.
Were any flights cancelled due to the glitch?
No flights were cancelled. However, several departures were delayed by up to 45 minutes while check-in and boarding operations were handled manually.
How did Air India handle the situation for passengers?
Air India switched to manual check-in, issuing handwritten boarding passes and deploying additional staff to manage queues. International and connecting passengers were given priority to reduce further disruption.
What assistance did passengers receive?
The airline offered meal vouchers and rebooking options to those affected by long waits or missed connections. Air India also apologized for the inconvenience caused by the technical issue.
Has Air India faced such glitches before?
Yes. Similar disruptions occurred in 2023 and 2024 during IT system transitions after Air India’s integration under the Tata Group. The airline has been upgrading its digital infrastructure to improve reliability.
Did the glitch affect flight safety?
No. The problem affected only ground operations such as check-in and boarding systems. Flight safety and air traffic control were not impacted.
What measures are being taken to prevent future outages?
A technical audit is underway to enhance system redundancy and introduce backup servers for quick recovery. Air India is also reviewing its digital maintenance protocols to avoid future breakdowns.
What can passengers do during such disruptions?
Passengers are advised to complete web check-in in advance, arrive early at the airport during peak hours, and monitor real-time flight updates through Air India’s app or website.