TUI breaks silence on global IT failure, asks for ‘patience’

TUI said the global IT outage had an impact on its “overall level of service” as it asked customers for “patience and understanding”. The airline said it was “working hard” to resolve the issues, adding that most processes could be covered manually.

It is just one of the big companies affected by the error caused by a bug in a Microsoft Windows update. The NHS, banks, supermarkets and broadcasters around the world have also been hit.

CrowdStrike – which provides security protection for cloud software, including the Microsoft 365 platform – said a corrupt update file on Windows hosts was the cause of the problems. A fix was now released.

READ MORE: The full list of supermarkets, shops and pubs affected by the Microsoft payments mess

TUI issued a statement about the issue on X this morning. It read: “Due to a global IT error affecting Windows computers and servers, TUI’s overall level of service is affected today. This disruption also applies to partner systems such as the automated check-in process at airports or cruise ports.

“TUI and its partners are aware of the situation and are working hard to resolve the issues. Meanwhile, most of our processes can be covered manually.”

Issuing direct advice to customers, it said: “If you are traveling with TUI today, we ask for your patience and understanding. Customers should travel to the airport as normal unless contacted directly by TUI or non-TUI airline. However, please plan ahead, expect longer waiting times and check the TUI app regularly.

Jet2, British Airways and Ryanair also issued statements about the disruption. Click here to see what they had to say.