Author: Carlos Keener

United Continental merger IT systems commentA few weeks ago United Airlines’ CEO Jeff Smisek announced that after a challenging 2012, “the road is repaired” and the majority of integration headaches are now behind them. Alongside labour issues and a challenging economic environment, one of the largest of these headaches had to do with the implementation of a common technology platform for their passenger booking and service system, SHARES. The cut-over to the new system last March caused serious disruptions to passenger operations followed by some of the worst flight disruption and customer complaint figures amongst US carriers this year (visit this link for more detail). With the technological issues largely resolved, United now faces an uphill struggle to regain customer confidence and reputation.