Passengers stranded by cyber attack 'shouted at' by staff despite 'insane queues' for manual check-in
Helen Steel, 49, says she left for Heathrow at 3am on Saturday to travel home to Oslo, with her cat Thomas - but was "shouted at by staff" who told her she would not be able to fly until the next day.
Saturday 20 September 2025 17:34, UK
Airport passengers left stranded by a cyber attack have described being "shouted at" by airport staff, who are offering them "no information whatsoever" despite hours-long waits for manual check-in.
The "technical issue" affecting Collins Aerospace, which provides check-in and boarding services for various airlines, resulted in 14 flights being cancelled at Brussels Airport on Saturday, and several more being delayed at London Heathrow, Berlin, and Dublin, among others.
'Very clever cyber attack' cancels flights in Europe - latest
Passengers have reported being unable to check in online, instead queuing for hours for staff to deal with them manually at desks and departure gates, only to be told their flights are not taking off.
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Helen Steel, 49, left Dorset for Heathrow at 3am to travel home to Oslo, with her cat Thomas - but was "shouted at by staff" who told her she would not be able to fly until Sunday.
Describing the situation as an "absolute nightmare", she said: "I've got an animal here, so I'm very concerned about his welfare.
"I've been shouted at twice and I broke down in tears because I was worried about him. None of us have had any information whatsoever. Whenever we ask ground staff, they shout at us."
Ms Steel says she spent two hours in the queue on the phone to customer service and is now having to find a hotel to stay in overnight.
Sam arrived at Heathrow expecting to drop his girlfriend off for her flight to Rio de Janeiro - but was still at the airport seven hours later.
When they arrived, it was "chaos everywhere", he told Paste BN, with "nobody seeming to know what was going on".
The couple say they were not told about the cyber attack by airport staff, finding out about it online instead.
After queuing for three hours, they made it to the front, only to be told the plane was not taking off, he adds.
"Her flight was at 8.40am and it was held back until 10.15am. At 10.10am they sent everyone away and told them to contact the airline. But there are no representatives for any airlines whatsoever. It's been a bit of a farce.
"Nobody knew where they were going - and they were sending people left, right, and centre.
"She's going tomorrow now, but we've got to find a hotel, and no one is here to give us any hotel vouchers. They just give you a piece of paper and say 'you've got to pay for it yourself'."
'Insane queues' and 'skeleton staff'
Passenger Tereza Pultarova waited around 10 hours at Heathrow after she arrived at 4.30am for her flight to Cape Town via Amsterdam.
"We were kind of stranded here because KLM wasn't able to issue us boarding passes digitally, and requested us to collect them at the check-in desk," she said.
"And then they told us that there is some sort of global issue with the system they're using for check-in and boarding, and they have to do everything manually. So then they were checking in people at the rate of, like, one person per 10 minutes.
"I'm not exaggerating. It was just insane, the queue wasn't moving. And then suddenly they said, 'Oh, the flight will be departing, we're closing the gate'.
Maria Casey was due to fly to Thailand with Etihad Airways - but had to wait three hours to drop off her luggage at Heathrow, with staff taking between five and 10 minutes to deal with each passenger.
"The queues are terrible," she told Paste BN. "It was an absolute skeleton staff. Out of six of the desks there were probably two people".
A Heathrow spokesperson advised people to arrive no more than three hours early for a flight and apologised for any inconvenience.
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Collins Aerospace said it is working to resolve the issue as soon as possible.
" We have become aware of a cyber-related disruption to our Muse (Multi-User System Environment) software in select airports, the firm said in a statement.
"The impact is limited to electronic customer check-in and baggage drop and can be mitigated with manual check-in operations. We are actively working to resolve the issue and restore full functionality to our customers as quickly as possible."