JetBlue and WestJet: A Tale of Two IS Projects
How important is the reservation system at airlines such as West Jet and JetBlue. How does it impact operational activities and decision making?
Over the past years, it seems customers have heavily relied on airline reservation systems to book their tickets, reserve seats, pay for the tickets, and check-in-online. This has been very convenient for customers to plan their trips. These systems have also allowed the airlines to manage their whole flight inventory. They have the all the information stored and recorded and maintained. It provides a platform for communication between airlines for their “code-sharing plans” this also allows agents or other ticketing office to see real time
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However, the biggest risk to a business is the down time that they will occur when transferring and receiving data from the old system to the new upgraded system, not to mention the time it will take to train the employees that will be overseeing the new system. In the situation with WestJet and JetBlue upgrading the reservations system had its own risks and it could only go two ways smooth with no inconvenience to the customer or horrible wrong and the customers are angry and your good name is now in trouble (Laudon & Laudon, 2013). Despite the extensive training that WestJet had before the upgrade, it did not prepare them enough for when they went live some of the problems they had were not on the practice test environment they trained with. No one can predict that the updates to the information system will could create a defect in the system. The time it took to transfer the information to the reservation system could create a gap in the services to the customer. Having a major outage to their online services could cause major setbacks for the two companies that neither of them could afford.
Classify and describe the problems each airline faced in implementing its new reservation system. What people, organization, and technology factors caused those problems?
In the case of WestJet successfully planning the development would have saved them millions of dollars, and it would have saved them many of angry customers. WestJet biggest mistake was they