Pluxee, which runs one of Luxembourg’s most popular meal voucher systems, has apologised for the disruption which left thousands of workers unable to pay for lunch with their Pluxee cards on Wednesday.
Pluxee started to observe problems on its network shortly before 12:00 and service was fully restored before 15:00, Amandine Bianchi, country business operations director Luxembourg at Pluxee Group, told the Luxembourg Times.
While the system was only offline for about two and half hours, “it’s unfortunate that it happened during lunchtime,” Bianchi said on Thursday.
The incident was caused by an issue at a service provider, Bianchi stated. She declined to identify the name of the provider and declined to describe the type of service or technology it provides. But she said the issue was “100% solved”.
The Pluxee problem was “not linked” in any way to this week’s Luxtrust outage, she stressed.
Bianchi repeatedly apologised for the outage during the interview, saying “we are very sorry for this situation, even though we were not directly responsible.” She also said that “we feel bad” because “we want consumers to have a proper lunch”.
Pluxee users may see debits for failed transactions in their app, but Bianchi said the provider is working to reverse the errors. “Money was not debited” from Pluxee card accounts, she stated.
Bianchi “could not give a precise timeline” on when the credits will appear but asked customers to give the provider a bit more time to fix their account balances.