By Dan Schlossberg
ConsumerAffairs.com
August 13, 2007
A computer failure that lasted nearly 10 hours such massive delays for international arrivals at Los Angeles International Airport (LAX) over the weekend that three people were hospitalized, apparently from exhaustion.
The glitch idled 20,000 passengers and more than 60 planes, causing some to idle on the tarmac for more than five hours. At least seven other flights were diverted to nearby airports.
According to the U.S. Customs and Border Protection service, the computer containing the names and law enforcement status of arrivals was down from 2 p.m. August 11 until 1l:45 that night. It was not until the wee hours of Sunday morning that the last of the waiting passengers was processed.
Although waiting planes had food, water, air-conditioning, and working toilets, passengers complained that they received virtually no communication from Customs regarding the nature of the delay or how long it might last.
All passengers arriving from international destinations, including returning Americans, were affected by the breakdown.
Four terminals that process passengers arriving from foreign countries filled within 30 minutes of the glitch, forcing all international flights arriving at LAX after 2:30 to be held on the tarmac.
Customs officials said they couldnt proceed without working computers because their system contains information regarding outstanding arrest warrants and terrorism suspects whose names appear on government watch lists.
The system helps officers decide who can enter the United States and who should be turned away or arrested. "You dont know by looking at them," said U.S. Customs spokesman Mike Fleming.
Because of the catastrophic conditions at LAX on Saturday, airport and airline officials urged passengers departing for international destinations Sunday to check flight status before heading to the airport.
Los Angeles International has long been criticized for antiquated facilities, including inadequate parking and cramped terminals, but the city has failed to approve expansion proposals from four different mayors. In the meantime, LAX is losing business as airlines are slicing schedules and shifting flights to other airports.
