Microsoft Outage Disrupts Airline Customer Service Emails as Flight Operations Continue

IndiGo and Akasa Air warn of delayed email responses, while Emirates responds with a humorous message: “The Skies Are Always Open.”

A widespread Microsoft 365 outage, affecting Outlook email services and the Teams communication platform, disrupted electronic customer support services at several airlines, prompting carriers to warn passengers about possible delays in responding to inquiries.

However, airlines did not report a suspension of flight operations directly resulting from the outage.

The disruption began on Thursday, November 12, 2026, and continued to affect services on Friday, with users across multiple countries reporting difficulties accessing email accounts and related digital platforms.

Airlines Activate Alternative Communication Channels

Indian carriers IndiGo and Akasa Air notified customers of disruptions affecting email-based customer support services, warning that responses to inquiries and requests could be delayed.

Meanwhile, Air India confirmed that its flight operations were continuing and that alternative communication methods were being used to handle passenger inquiries during the disruption.

No verified reports established that flights had been cancelled specifically because of the Microsoft outage.

Emirates chose a lighthearted approach to the situation, sharing an Instagram post featuring an Airbus A380 flying through the clouds.

The image carried the message: “Your email might be down, but the skies are always open.”

The post attracted attention as an example of how airlines can use major technology-related events to engage with customers through creative marketing communication.

The incident highlights the importance of not relying exclusively on email for essential travel information, particularly during widespread technology disruptions.

Al Rehla recommends saving copies of flight tickets, boarding passes and booking confirmations directly to mobile devices and using airline applications or official websites to check flight status.

Passengers should also use alternative communication channels announced by airlines when email services become unavailable.

Importantly, travellers should not assume that their flights have been cancelled simply because they cannot access a booking confirmation email.

The disruption also underscores the importance of digital business continuity plans within the aviation industry, ensuring that airlines can maintain effective communication with passengers when major technology services experience outages.