I think in terms of airport signage US got the horse in front of the cart. They're so rushed to make people think "We're all US now!" I think they have good intentions, but it would have been wise and much less confusing to our customers to get the two rez systems and phone systems completely merged, THEN start tearing down all of the HP signage.
Merger Activity
- Thread starter deltawatch
- Start date
EricLv2Fish
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Front line employees have every right to air out their frustrations. They are the ones getting the brunt of customer complaints due to the painfully slow integration of IT systems. I'd rather see them airing it out here rather than with the customers. I know some IT folks and believe me folks they are working "crazy" hours to get the IT integration done. It may not seem like it, but their work should be appreciated as much as the frontline employee taking bullets for the team. So go ahead...let it all out, but hang in there the IT team is working hard for you.
hula-flyguy
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sometimes you just have to learn to take the good with the bad
A 'FRIGGIN 'MEN
IT integration processes are often RUSHED to get the desired result and to get costs down then when things screw up costs go through the roof and you lose business. OR you use very good consultants to get things 'put in' nice and fast then when things screw up a year down the road and you haven't learned how to fix it yourself (with your IT staff) you end up bringing in 'emergency consultants' and spending way too much money, and, again possibly losing business and customer goodwill.
Taking this carefully is a GOOD thing, especially when the airline is PRESSURED to reduce costs. They are making the right decisions in light of that pressure.
Remember a certain Christmas when a certain airline was pressured to reduce costs and did not bring enough people into a certain airport to handle all the extra Christmas luggage??
I have no complaints about the IT team taking it slow to make sure things work before unloading the new program on the airline. I just wish someone in TEMPE would make sure that it is known that it isnt the agents not wanting to help you (for whatever reason) its that they cant because of the two systems. People are more than understanding usually when we tell them they have to go somewhere else because the computers are still separate, but it would be nice to have this noticed BEFORE they get to the counter and are told this. We are not the same no matter how much Tempe tries to tell everyone that we are. By trying to force 1 image, its making it look like many of us are incompetent or lazy for not doing things that WE CANT DO!!!
ChrisUS
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The system wasnt flawed, we as agents had training MONTHS before cutover and no chance to practise. It would be like you going to a berlitz course on German for 12 days intensively and then not being able to speak or read it for two months. Simple transactions like check in were easy. Ticketing got a bit thorny for awhile.
I agree wholeheartedly! The new website is being released next month and agents wont even get to see it before we are expected to know how to help the pax maneuver thru it. Due to poor managment they have decided reg agents will as usual only get "mailbox training." We're sorry due to call volume we cant take you off the fon to train you. Once again they have failed to staff properly and the agents and the pax will be the ones to suffer. yeah, throw another merger at us. We know its not the IT depts fault and realize they are under the gun to perform. Its poor planning and poor management that has led to the high number of complaints. Yes, I will continue to vent here but sympathize with our pax and help them when I can or direct them to the correct side of the company. Many times they have every right to their frustrations and I spend alot of time explaining the situation and apologize for their inconvenience. Because I believe in helping non revs at best as possible I detest sending them to US east for loads or help changing flights. I know I can give our employees the time and correct info for west flights but sending to someone else makes me sad I cant help another employee when we are in this together.
I think we need to try and be as patient as possible with this "system integration". I agree with the person that said that we had "torn down" the HP signage too early. It is very confusing for the customer.
As I understand it...Shares is owned by a completely separate company. They (the owners of Shares) are unable to re-build the Shares system to accomodate the integration as quickly as US would like it. Therefore, complete integration of the two systems will not take place until January or February of 2007. This is disappointing to US, because they would certainly prefer to have this integration occur much more rapidly.
We have no choice, but to try and be as patient as possible. The IT people have a monumental task internally and should be commended for their hard work and eventual accomplishments, this includes everything from the employee travel site, computer training and so much more.
As I understand it...Shares is owned by a completely separate company. They (the owners of Shares) are unable to re-build the Shares system to accomodate the integration as quickly as US would like it. Therefore, complete integration of the two systems will not take place until January or February of 2007. This is disappointing to US, because they would certainly prefer to have this integration occur much more rapidly.
We have no choice, but to try and be as patient as possible. The IT people have a monumental task internally and should be commended for their hard work and eventual accomplishments, this includes everything from the employee travel site, computer training and so much more.
Seatacus
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I've been hearing some pretty good rumors. Anybody else hear something?
kao
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Barbell
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Aww, c'mon! Spill it!
hp_fa
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He/she can't. Why? Because it in't a real rumor until a certain Airbus pilot says so.
LCC_#1
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Spoken like a typical NO EMPLOYEE CAN HAVE AN OPINION customer/FF type that thinks even here you should kiss your ass! :down: :angry:
IT' AN OPINION, MAN!! That doesn't mean I am out of touch...especially since I'm NOT an IT person.
I HAVE JOHN JOHN and I deal with customers on the aircraft all the time...many of them with idiot mememememememememe mentalities. A "FF" SHOULD be patient enough to understand changed and glitches where integration is concerned. My writing was in reponse to someone acting as if they never get info. YOU picked what you wanted to and btw..it IS a free country and if a person DOESN'T have patience (especially FF), then they ARE free to go elsewhere. Maybe THEN the company will understand.
And please don't think because I have a negative opinion...or one YOU think is negative...that this is an assault on you or any customer.
PHLflygirl
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Ok I'm new to this who's the principals behind PAR Investments?
In all honesty, it has not been too bad for this FF. I have flown US, UA and HP since the merger of US/HP and have no problems.... Just have to go to a certain gate in PHX if I need any help with US East Reservations.. but besides that, not an issue.
