Amadeus: We’re Taking Steps to Avoid Repeat of Jan. 30 Disruption

Amadeus said it is taking steps to ensure that the three-hour system disruption on Jan. 30 is not repeated. The disruption affected both its GDS and its airline passenger services system.

The company is conducting an extensive investigation into the incident, it said in an email to subscribers, signed by Scott Gutz, president and chief executive officer of Amadeus North America.

According to the email, Amadeus had identified a chain of circumstances that triggered the event.

“The dedicated team assigned to the event then reversed the changes made to the network (a network fallback operation),” Amadeus said.

“Initially, this exacerbated the situation so our operations team performed additional network configuration changes and application server recycles to restore full service. This is what resulted in the system disruption.”

Amadeus said it has frozen any changes to the network to ensure stability, and a number of work streams have been put in place to avoid further incidents.