(FRANKFURT, BERLIN, MUNICH) Lufthansa cancelled at least 10 flights across its core German hubs on September 20–21 after a widespread cyberattack hit Collins Aerospace, a key supplier of global check‑in and boarding software. The outage forced airports to switch to manual processing, triggering long queues, missed connections, and rolling delays at major European hubs.
Brussels and London Heathrow reported heavy disruption, while Berlin and Munich faced cascading knock‑on effects as ground teams worked through slower, paper‑based procedures.

Cause and immediate effects
Officials and airline staff said the incident centered on the Multi‑User System Environment used by multiple carriers and airports. Collins Aerospace confirmed a technical issue tied to the cyberattack and said teams are working to restore services, but it did not offer a timeline.
Germany’s largest carrier, Lufthansa, trimmed schedules as the disruption spread between stations, cancelling outbound and the corresponding inbound legs to keep aircraft, crews, and slots aligned. At Heathrow alone, more than 500 flights were disrupted on September 20. By September 21, Brussels Airport asked airlines to cancel roughly half of departures to prevent extreme crowding and late gate changes.
In Germany, the pressure was less about air traffic control and more about check‑in and gate workflows that usually run on integrated software. With those systems down, agents manually verified passports, weighed bags, and printed boarding passes — a slow process at peak times.
Safety and air traffic control systems were not affected, according to European officials. The European Commission noted it is in close contact with EUROCONTROL and the EU Agency for Cybersecurity as part of monitoring.
Airports rolled out stopgap measures, adding staff at counters and urging passengers to confirm flight status before leaving for the terminal. Heathrow said it deployed extra personnel and recommended arriving earlier than usual to clear manual checks.
Impact on passengers and networks
Lufthansa’s cancellations at Frankfurt, Berlin, and Munich remained limited in number compared with the wider cross‑airport disruption but had outsized effects for connecting passengers. Missed links to North America, the Middle East, and intra‑Europe routes left travelers rebooked onto later flights, sometimes on partner carriers, sometimes the next day.
According to analysis by VisaVerge.com, Lufthansa has previously seen sharp swings in daily reliability, with one recent 24‑hour period showing 248 cancellations, equal to 5.3% of domestic and 2.81% of international flights. That historical context helps explain why any new shock can echo through its network.
Rights, refunds, and care (EC261)
For passengers, the key is to act early and keep receipts for any extra costs.
- Under EU Regulation EC261, airlines must offer rebooking or a full refund after a cancellation.
- Cash compensation of up to €600 (about $650) per person can apply when the airline provides short notice and the cause is within the carrier’s control.
- Cyberattacks often count as extraordinary circumstances, which can remove the cash compensation requirement.
- The underlying entitlements to care — meals, reasonable hotel stays when stranded overnight, and communication — still apply during long delays or cancellations.
The European Commission’s official portal explains rights to rerouting, refunds, assistance, and potential compensation, along with enforcement contacts by country. Travelers can review those details on the Commission’s air passenger rights page at the following official resource: European Commission: Air Passenger Rights (EC261).
When filing a claim with an airline, include:
- boarding passes
- booking numbers
- written notices
- proof of expenses
If the carrier declines or does not reply within a reasonable period, you can escalate to the relevant national enforcement body listed on the same site.
Operational disruptions across key hubs
- Frankfurt (FRA): Manual check‑in and boarding slowed departures, with priority given to long‑haul banks. Some Lufthansa short‑haul flights were cancelled to protect larger connection waves.
- Munich (MUC): Gate holds and late inbound aircraft led to schedule reshuffles. Passengers reported lines at rebooking desks as agents worked through cases one by one.
- Berlin (BER): System outages hampered morning and midday peaks, with additional staff deployed to direct travelers to manual counters.
- Heathrow (LHR): More than 500 disrupted flights on September 20 as the cyberattack rippled through shared terminals and partner lounges.
- Brussels (BRU): The airport asked carriers to cancel roughly half of departures on September 21 to prevent severe crowding and late‑stage cancellations.
Collins Aerospace said it is working to restore the affected software and has engaged with airport and airline IT teams. While specifics of the cyberattack were not disclosed, system‑wide outages of this kind typically recover in stages:
- restoring basic functions
- syncing data
- clearing backlogs
Airlines often take a phased approach too — protecting long‑haul and high‑load flights, consolidating lower‑demand services, and extending ticket flexibility.
Practical steps for travelers
- Check your flight status repeatedly. Systems may update close to departure while airlines juggle aircraft and crews.
- Arrive earlier than usual. Manual check‑in takes longer; allow extra time for document checks and bag drop.
- Keep tickets and receipts. You’ll need proof for refunds, rerouting, duty‑of‑care expenses, and any EC261 claims.
- Use official channels. Contact Lufthansa through its website, app, or call center for rebooking and refunds.
- Know your rights. Under EC261, you’re entitled to rerouting or a refund after a cancellation, and care during long delays.
- Plan for connections. If you have a tight layover, ask agents to protect you on later flights or overnight options.
- If travel is immigration‑linked, email the consulate or visa center before you miss the slot, attach airline notices, and request a new appointment.
For people traveling for immigration‑related reasons — residence permit interviews, visa appointments, university registration windows, or work start dates — the stakes are higher. Missing a consular slot can push a move back by weeks; missing an employer onboarding date can put a work visa at risk if entry timelines are tied to the job offer.
If you’re flying to file documents or attend a biometrics visit:
- carry printed proof of the appointment
- build in extra time
- contact the embassy or visa center as soon as you foresee a delay
Many consulates will reschedule when the cause is airport disruption or airline cancellation, especially if you provide evidence.
Special considerations for vulnerable passengers
Families with young children and elderly travelers should prepare for longer terminal times. Bring necessary medication in carry‑on bags, keep snacks and water handy, and charge devices before leaving home.
If you rely on wheelchair assistance or other special services, request help early and confirm it again at the airport, as manual operations can slow response times. Students headed to EU universities this week should carry enrollment letters and visa documents in hand luggage to avoid problems if a checked bag is delayed.
Rebooking, refunds, and documentation
Lufthansa said it is honoring rebooking requests and issuing refunds for flights it cancels. Agents are prioritizing same‑day rerouting where seats exist and offering later flights when banks are full.
- In mixed itineraries with partner airlines, reissues can take longer because manual systems require extra checks.
- If your ticket was issued by a partner, you may need to contact that ticketing carrier for rebooking authority.
If you were stranded overnight, ask for written confirmation from the airline that the delay or cancellation was due to the system outage. Keep hotel and meal receipts and file a claim through the airline’s customer service. If you paid out of pocket because queues were long, add a short note explaining why you could not reach an agent at the time. Most carriers reimburse reasonable expenses tied to their duty of care during major disruptions.
For travelers with pressing timelines — relocation start dates, visa‑stamped entries with set validity windows, or time‑bound family events — consider asking the airline for documented disruption letters you can present to employers, schools, or consulates. These letters can help explain missed deadlines caused by the cyberattack and support requests for new dates.
Wider lessons and what to expect next
Airlines across Europe rely on third‑party software to handle shared terminals, mixed fleets, and partner flights. When a supplier like Collins Aerospace experiences a cyberattack, the effect radiates across carriers and airports at once.
Aviation security specialists say the event underscores the need for:
- layered defenses
- rehearsed fallbacks, including quick switchovers to alternate systems
- pre‑staged manual procedures
- clear public communication to reduce crowding
Experts point to segmented networks, regular drills, and better cross‑vendor contingency planning as steps that can reduce the scale of future outages.
As Collins Aerospace works on recovery, expect rolling adjustments to schedules. Some airports will clear backlogs faster than others. Even after systems return, airlines may need several days to realign crews and aircraft. Keep monitoring your reservation through the app and email, and verify your contact details are correct so you don’t miss rebooking offers.
Passenger advocacy groups say the next test will be how quickly airlines handle refunds and care reimbursements. Clear, prompt replies can prevent extra stress for families and workers already dealing with missed plans.
The human side of this story is not just the cancelled lines on the departure board; it’s the students trying to make registration, the nurses traveling to new jobs, and the parents with kids in tow watching the clock. They need straight answers, fast options, and fair treatment.
This Article in a Nutshell
A cyberattack on Collins Aerospace’s Multi‑User System Environment on September 20–21 disrupted check‑in and boarding systems across major European airports, forcing manual processing and causing long queues, missed connections and rolling delays. Lufthansa cancelled at least 10 flights at Frankfurt, Berlin and Munich, while Heathrow saw over 500 disrupted flights and Brussels asked airlines to cancel roughly half of departures on September 21. Safety and air traffic control were unaffected. Passengers should monitor flight statuses, keep receipts, and use EC261 rights for rebooking, refunds and care. Recovery will occur in stages and network ripple effects may last several days as airlines realign aircraft and crews.