On Christmas Day, December 25, 2024, Japan Airlines (JAL) was struck by a significant cyber attack, disrupting both domestic and international flight schedules. The incident, which began in the late hours of Christmas night, led to delays at airports and uncertainty for passengers, as the airline worked to recover its affected systems.
Initial reports suggest the cyber attack may have been a ransomware assault, though this has not been definitively confirmed as investigations are still ongoing. In response, Japan Airlines temporarily suspended its mobile application, halting flight bookings and check-ins until the afternoon of December 26, 2024, or until all systems are fully restored. The disruption primarily impacted the airline’s internal and external systems, complicating flight operations.
Sources from the New York Times estimate that as many as 38 Japan Airlines flights across the globe may have been delayed due to the technical issues triggered by the cyber attack. The delays, while significant, are said to have been contained within a short time frame, with most passengers facing a maximum delay of around 90 minutes.
The cyber attack, which appears to have been launched during the late-night hours of Christmas Eve, persisted into the early hours of December 26, the Boxing Day. The disruption continued into Thursday morning, further complicating the airline’s ability to resume normal operations. However, Japan Airlines has acknowledged that its incident response team quickly identified the breach and took swift action to mitigate the impact, securing the airline’s systems and preventing further damage.
While the technical recovery was handled efficiently, the airline faced significant challenges in customer service. Passengers reported that many airline staff members were not adequately prepared to address the growing confusion, and some even received conflicting information about flight statuses. In particular, travelers expressed frustration with how staff communicated the details of the delays, which added to the stress of the situation and contributed to growing panic at the airports.
Despite the swift restoration of systems, the airline’s customer support was criticized for being poorly coordinated. Passengers were left unsure about the status of their flights, and many described interactions with airline staff as unhelpful and sometimes misleading. This lack of clarity and poor communication only heightened the tension in an already stressful holiday travel environment.
Overall, the cyber attack on Japan Airlines, though relatively brief, caused significant disruptions to holiday travel. The airline’s prompt technical response helped minimize the impact, but the challenges with customer service will likely leave a lasting impression on passengers, particularly those affected by the delays and miscommunication. As investigations continue, it remains unclear whether the attack was a targeted ransomware strike or part of a broader wave of cyber incidents affecting the aviation industry.
Note- American Airlines, faced a similar scare on the eve of Christmas this year. However, it was later admonished as a technical glitch, that stands to be investigated thoroughly, yet!
