Do you have a better idea? Maybe you know of a better system? Which would make more sense to you...
a) Continue working on two different computer systems that don't interact with each other making booking reservations, checking flight status, reaccomidating passengers, and checking in a longer process for the employees
b) Merge the two systems together and overcome the initial obstacles of unforseen software problems and training deficiencies
c) Invest in a third system and have every customer service person on both sides of the fence train on how to use it and throw the switch on the cutover day without having any experienced users to ask for help
*insert Jeopardy theme here*
So which one is it?
Obviously not (a) because we've been working with that system long enough. It was too difficult for the passenger service people to go between two programs booking and rebooking people during flight abnormalities. As non-revs, the two systems recognized one form of priority. US East's boarding priorities were by date of hire (within your standby class of course) and US West's was by time of check-in. Plus....management is TRYYYIIING to make us one airline. What sense would it be to have two reservations systems?
Pick option (c) and you have to deal with the customer service people from both East and West resisting to the change because now they ALL share the, "why should we have to change?" attitude. Who will be there to help them when the cutover happens? I highly doubt the company they purchase the software from will be on hand with a crapload of tech support people.
With option (b) there were a lot of unforseen problems BUT there were US West people onhand in a lot of the primarily US East stations to help with the migration. I talked to one person who said they were working 12 hour days going from gate to gate and counter to counter answering questions and showing them the different functions on the computer.
