Check-in and Reservation Digital Breakdowns in Airlines: Impact on Operational Efficiency and Passenger Experience

The aviation industry depends heavily on digital systems to manage reservations, check-in, boarding, and passenger
communication. When these systems fail, disruptions can be swift and far-reaching. This study examines how check-in and
reservation digital breakdowns affect airline operations and passenger experience. Primary data were collected via a structured
survey of 80 respondents comprising frequent, occasional, and infrequent flyers. Secondary data include published case studies
of major IT failures at British Airways (2017), Delta Air Lines (2016), Lufthansa (2023), Air India (2023), IndiGo, Amadeus
Global Distribution System (2017), and Sabre Corporation (2021). A descriptive quantitative approach was employed; responses
were analysed through percentage analysis, ranking analysis, and weighted average methods. Findings indicate that 47.5% of
respondents encountered online booking problems, with website or app crashes being the most common issue (50.8%), followed
by payment failures (31.7%) and delayed booking confirmations (17.5%). At the airport, 58.8% reported check-in delays caused
by system failures; 49.4% described a very negative impact on their travel journey. Airline response satisfaction yielded a
weighted average of 2.60 out of 4.0. The study concludes that airlines must urgently invest in robust IT infrastructure, implement
effective fail-safes, communicate proactively with passengers, and establish comprehensive recovery plans to strengthen digital
reliability.