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.

Author: Vira Tujora
Country: Anguilla
Language: English (Spanish)
Genre: Technology
Published (Last): 1 March 2015
Pages: 206
PDF File Size: 4.60 Mb
ePub File Size: 14.81 Mb
ISBN: 380-6-94882-604-5
Downloads: 21267
Price: Free* [*Free Regsitration Required]
Uploader: Akitaur

Most of all, however, it should include the things that are new in the project. Undaunted, the airline quickly returned to profitability in the next year after implementing its “Return to Profitability” plan, and consistently ranks at the top of customer satisfaction surveys and rankings for U.

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. Next, inventory can also help control risk. Newer Post Older Post Home. Upgrading reservations systems carries special risks. The risk of a functional analyst leaving is greatest in the initial phases wsstjet the project when they are intensively interacting with the customer.

But compared to what WestJet endured, the company was extremely well prepared to handle these problems. These problems westjdt both of the airlines operational activities and decision making to change their initial carrier weztjet had started out as a system designed for smaller start-up airlines to a better carrier.

If the project is 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.

ByWestJet held nearly 40 percent of the Canadian airline market, with Air Canada dropping to 55 percent. JetBlue also sold smaller numbers of seats on the flights that did take off that day. 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.


In general, the fastest way to reduce the overall risk quotient for a project is to tackle the controllable risks early in the project. It should also include all external factors such as a change in company direction or a change of technology direction.

However, there are still glitches twl wait times increased and not all of the airport kiosks and ticket printers came online right away. Each carrier had started out using a system designed for smaller start-up airlines, and weestjet needed more processing power to deal with a far greater volume of customers.

This turned out to be a poor decision, as the projectd conditions prevented the flights from taking off and passengers were stranded for as long as 10 hours. Focusing on controllable risks won’t completely eliminate risk but it will quickly cut it down.

Both JetBlue and WestJet contracted with Sabre Holdings, one of the most widely used airline IT providers, to upgrade their airline reservation systems. However, later in the project they may not have much input and therefore aren’t a risk if they leave. JetBlue ended prohects using its backup site several times.

They recognize that even subtle changes in the values for these numbers can have a huge impact on the total risk of the project. JetBlue was incorporated in and founded in by David Neeleman.

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

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. WestJet also ended up hiring temporary offshore call center workers, but only after the problem had gotten out of hand. But anv these companies need to make sweeping IT upgrades, their relationships with customers and their brands can be tarnished if things go awry.

They also wanted additional functions, such as ks ability to link their prices and seat inventories to other airlines with whom they might wish to cooperate. JetBlue made sure to switch its files over to Sabre’s servers on a Projcets night, because Saturday flight traffic is typically very low. Either the airline successfully completes its overhaul and the customer notices no difference in the ability to tao flights, or the implementation is botched, angering customers and damaging the airline’s brand.


The files still cannot be access for a period of time thereafter, because Sabre had to adjust the flights using the new system. On the other hand, JetBlue make its switch on Friday night because Saturday traffic tends to be low.

It also serves as yet another reminder of how successfully planning for and implementing new technology is just as valuable as the technology itself.

JetBlue and WestJet: A Tale of Two IS Projects Assignment

This delay provoked a deluge of customer ketblue, a rarity for WestJet. In addition to the increase in customer complaint calls, customers also took to the Internet to express their displeasure. The key risk factors that should be considered are the project size, project structure, and experience with technology.

That is, identify all of the risks possible in the project. WestJet employees had trained with the new system for a combinedhours prior to the upgrade, but Fale spokesman Robert Palmer explained that the company “encounter off some problems in the live environment that simply did not appear in the test environment,” foremost among them the issues surrounding the massive file transfer.

It also serves as yet another reminder of how successfully planning for and implementing new technology is just as valuable as the technology itself. The time had come for both JetBlue and WestJet to upgrade their reservation systems.