JETBLUE AND WESTJET: A TALE OF TWO IS PROJECT 1 Issues 1. A. How important is the reservation system at airlines such as WestJet and JetBlue. B. How. JetBlue and WestJet: A Tale of Two IS Projects By: Michael Najmulski The reservation systems at airlines such as WestJet and JetBlue are very important to the. JetBlue and West Jet: A Tale of Two IS Projects Name Course Tutor’s Name Date The reservation system will increase revenue for the airline companies due to.

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Next, inventory can also help control risk.

JetBlue wwestjet sold smaller numbers of seats on the flights that did take off that day. But compared to WestJet, the company was extremely well prepared to handle problems and risk such as these. This delay provoked a deluge of customer dissatisfaction. JetBlue ended up using its backup site several times.

Most people value their own sense of self-worth and they believe that their ability to meet their personal commitments is a part of the admirable part of their self. They also needed features like the ability to link prices and seat inventories to other airlines with whom they cooperated. Customers can use it to access airport kiosks, select specific seats, check their bags, board, rebook, and receive refunds for flight cancellations.

How did WestJet allow this to happen? That step happens later. JetBlue continued to grow at a rapid pace, remaining profitable throughout, untilwhen the company lost money in a quarter for the first time since going public. For a company that built its business on the strength of good customer service, this was a nightmare. WestJet’s call centers were also overwhelmed, and customers experienced slowdowns at airports.

ByWestJet held nearly 40 percent of the Canadian airline market, with Air Canada dropping to 55 percent. The other factor to evaluate when looking at a risk is its duration–how long that it can have a potential impact on the project.


JetBlue and WestJet: A Tale of Two IS Projects by Amira AL Jaoui on Prezi

Inboth airlines upgraded their airline reservation systems, and one of the two learned this lesson the hard way. In addition to the increase in customer complaint calls, customers also took to the Internet to express their hetblue.

Newer Post Older Post Home. The inventory should include all internal factors for the project such as destjet changes, assumption failures, and sponsor availability. The more quickly the risk associated with an item to be validated the more quickly the risk is no longer a risk so its probability can be zeroed out. Angry flyers expressed outrage on Pgojects and flooded WestJet’s site, causing the repeated crashes.

The critical issue was the transfer of WestJet’sfiles containing data on transactions for past WestJet customers who had already purchased flights, from WestJet’s old reservation system servers in Calgary to Sabre servers in Oklahoma.

Focusing on controllable risks won’t completely eliminate risk but it will quickly cut it down. The migration required WestJet agents to go through complex steps to process the data. In FebruaryJetBlue tried to operate flights during a blizzard when all other major airlines had already canceled their flights. The objective is to develop a framework for evaluating the various risks against one another.

The airline sent apology letters, offered flight credits to customers and bolstered call center with temporary staffers. Chapter 14, pages JetBlue experienced a few glitches- call wait times increased and not all airport kiosks and ticket printers came online right away. JetBlue management realized in the wake of the crisis that the airline’s IT infrastructure, although sufficient to deal with normal day-to-day conditions, was not robust enough to handle a crisis of this magnitude.

Some people struggle with the evaluation step because both of the numbers, percentage and impact, are guesses.

However, later in the project they proects not have much input and therefore aren’t a risk if they leave. Hundreds of thousands of bookings for future flights that were made before the changeover were inaccessible during the file transfer and for a period of time thereafter, because Sabre had to adjust the flights using the new system. But JetBlue had also experienced similar customer westhet debacles in the past. Technical risks can be controlled by moving them forward in the project so that they are proven out nearly immediately.


Its goal is to provide low-cost travel along with unique amenities like TV in every seat, and its development of state-of-the-art IT throughout the business was a critical factor in achieving that goal.

JetBlue and WestJet: A Tale of Two IS Projects – Assignment Example

For example, they built a backup Web site to prepare for the worst-case scenario. They also needed features like the ability to link prices and seat inventories to other airlines with whom they cooperated. Westtjet company is headquartered in Queens, New York. If the project twoo working with a new technology, is using a new development methodology, or even if there are new, relatively unknown team members, these need to be listed as potential risks to the project.

For WestJet, the critical issue that they face was the transfer of itsfiles containing data on transactions for past WestJet customers who had already purchased flight, from its old reservation system serves in Calgary to Sabre servers in Oklahoma. Earlier in this decade, WestJet underwent rapid expansion spurred by its early success and began adding more Canadian destinations and then U.

Both WestJet and JetBlue previously used a system designed for start-up airlines with simpler needs. They also wanted additional functions, such as the ability to link their prices and seat inventories to other airlines with whom they might wish to cooperate.