Today's Wall Street Journal has insightful article comparing two airlines experience with installing the same new software--read and learn.
How Two Airlines Switched to New Software - WSJ.com.
Few things in the airline business are more daunting than upgrading to a new reservations system. Do it well and customers are none the wiser; mess it up and a carrier risks losing customers and tarnishing its brand.
Discount carriers JetBlue Airways Corp. and WestJet Airlines Ltd. both switched reservations systems in the past few months. The differing outcomes are a reminder of how the implementation of new technology can be just as crucial as the technology itself.
Despite months of planning, when WestJet flipped the switch on its new system its Web site crashed repeatedly and its call center was overwhelmed. It took months to resolve all the issues. JetBlue, which later upgraded to the same software, smoothed its transition by building a backup Web site and hiring 500 temporary call-center workers....
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