Case Analysis-Jet Blue and WestJet Essay Example | Topics and Well Written Essays - 500 words

Case Analysis-Jet Blue and WestJet - Essay Example The relocation called for West Jet agents to encounter complex steps in processing the data, yet the airline had not attained the transfer time needed to transfer the files and had not succeeded to reduce its customer loads on flights that were to operate immediately following the changeover. Numerous bookings for prospected flights that were done prior to the changeover could not be accessed during the file relocation and for some time there after, since Sabre had to regulate the flights by use of the new system, thus customer dissatisfaction and a rarity for the airline. In addition to the high number of customer complaint calls, West Jet customers also expressed their displeasure through the internet sources such as face book. Angry flyers flooded the airline’s website, causing it to crash again. To deal with such customers, West Jet quickly apologized to them via their site by explaining the causes of the technological problem, and ultimately weathered the storm with success and realized its profits as before. Following West Jet’s incident, JetBlue was able to avoid some of the risks before implementing its new reservation system. It experienced problems like increase in call wait times, and not all its ticket printers and kiosks came online immediately. Additionally, Jet Blue was to add some booking functions, though the airline was well prepared to deal with these problems. Jet Blue had also some issues with its customers, due to the failure of the management to realize that their IT infrastructure was not strong enough to handle complex crisis. For instance, in February 2007, the airline attempted to operate flights in a storm when the rest of the major airlines had cancelled the flights. It was a poor decision for Jet blue as the weather conditions could not allow the flights to take off, making the passengers to be stranded