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When Payments Stall at 30,000 Feet: How Airlines Can Prepare for Payment Outages

Updated: May 2

In an industry that runs on tight schedules and even tighter margins, smooth operations are everything. But what happens when something as simple—and essential—as a payment system goes down?



Recently, retailer Marks & Spencer experienced a major outage that left customers unable to use contactless payments in-store. For airlines, a similar scenario—whether at the check-in counter, during in-flight purchases, or at kiosks—can create frustration, delays, and lost revenue.


Here’s how airlines can stay ahead of payment system failures and keep passengers (and their purchases) moving:


1. Diversify Payment Options—Everywhere


Whether passengers are booking flights online, buying upgrades at check-in, or paying for snacks on board, they should have multiple ways to pay: chip-and-PIN, mobile wallets, QR codes, and yes—even cash on flights or in select airport locations. Redundancy is your best friend.


2. Have a Ground + Air Backup Plan


If the onboard payment terminal fails mid-flight, what’s Plan B? Airlines can consider:


  • Offline payment processing with sync-on-landing

  • Manual entry systems

  • Complimentary service (in minor cases) to preserve goodwill


On the ground, check-in counters and kiosks should be equipped to switch seamlessly to alternative systems.


3. Train Crew and Ground Staff for Payment Contingencies


Frontline staff are the face of your airline. Empower them to respond to payment issues with confidence—whether it’s explaining alternate options, handling exceptions, or reassuring frustrated passengers. Calm, well-informed service during a hiccup can turn disruption into brand loyalty.


4. Audit Your Payment Providers’ Resilience


Not all tech partners are created equal. Airlines should regularly assess:


  • System uptime

  • Backup infrastructure

  • Speed of incident response

  • Offline capabilities for inflight POS systems


Strong SLAs (Service Level Agreements) and fast support channels are non-negotiable in aviation.


5. Communicate Quickly and Clearly


When issues do arise, clear communication is key. Display updates at kiosks, send app notifications, and make real-time announcements. Transparency reduces tension and shows passengers you’re in control—even when the tech isn’t.


Final Approach


In aviation, trust and timing go hand in hand. A payment outage doesn’t have to ground your service standards. With the right planning, systems, and training, airlines can ensure that when one method fails, another takes off.


Because in the air or on the ground, flexibility isn’t just a feature—it’s a flight essential.



Aftab Khan

Sales Manager - Payment Consulting

On a mission to help change the world, one experience at a time


I collaborate with progressive businesses to deliver successful business outcomes in 4 key areas: Increasing Revenues, Improving Operational Efficiencies, Regulatory Compliance and Elevating Customer Experience, leading to sustainable business growth.


Connect with our team at Conexxia to fortify your payments landscape.

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