Sept. 28--United Continental Holdings plans another computer system change in coming days, which might seem to be a foreboding event considering that a major switchover seven months ago led to rampant worldwide flight delays that lasted through the spring and summer.
However, United says the new change is comparatively minor, will be optional for airport agents to use and is aimed at helping passengers more quickly.
The change, a software update on the existing system to two programs gate agents use, essentially places a graphical interface atop a text-based system, similar to switching personal computer operating systems from command-line DOS to point-and-click Windows.
"It's not a new process. It's not a new procedure. It's an update to provide more tools for the agents. But ultimately, an agent doesn't have to use it if they don't want to," United spokeswoman Megan McCarthy said. "It's a better tool to help our employees help our customers."
The change will happen in early October, she said. "For our customers, they really shouldn't notice a difference," she said. "In terms of impact, there won't be any."
A March 3 computer change to a new reservation systems certainly had an impact.
In a rip-off-the bandage approach, United not only switched computer platforms but also merged websites and frequent-flier programs on the same day. The airline experienced glitches and rampant inefficiencies throughout the system. The results were widespread flight delays and customer inconveniences, such as long phone hold times that continued for weeks afterward. Frequent fliers howled about problems with their rewards accounts and confirming their proper seat upgrades. United's on-time performance suffered for months afterward and only in recent weeks has improved significantly.
Gate agents, in particular, had trouble with the new computer system, called Shares, which Continental had used. Continental customer service personnel and gate agents were familiar with it but United gate agents were not. United agents had difficulty helping passengers at airports, especially during "irregular operations," such as inclement-weather delays that forced customers to miss connecting flights.
The new software is aimed at making the system easier to use for those agents.
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