UPDATE: I cannot edit the title because UPGRD will get dinged by Google, but the author who I lifted this story from last night has revised his article. It seems that it will be CO’s technology systems, not UA’s, that will dominate the post-merger airline. Please see Fozz’s insightful commentary in the commentary section. I have also updated the table. Unfortunately, this news makes chances very likely that we’ll see Continental’s upgrade scheme adopted. As I share below, I am also worried what might happen to the ability of UA agents to handle re-boooking and upgrades during irr/ops.
Right now Continental and United use very different technology systems to handle everything from employee payroll to passenger check-in. While Continental is often heralded by frequent flyers as being technologically superior to UA (after all, they have a much better website and nifty mobile app), UA/CO has chosen to primarily use United technology once the merger is complete:
|Airport Resource Management||United|
Migration will occur throughout 2011 and into 2012. I have only one concern: the gate management system. I do not know exactly what that system entails, but I am a big fan of the black/green/blue screens that United gate agents use right now to process upgrades, standbys, and to rebook. I have a bad feeling that if United gate agents have to learn how to use a new system, they might not have or know how to exercise the latitude they have now to make things happen. You know what I mean…
Despite having taken many trips on CO this year, I am not all familiar with the power CO agents have in dealing with rebooking, rerouting, and standbys. I trust that with the new system in place (if gate management is indeed what I think it is), UA customer service and gate agents will still be able to do the little things I (hate to admit it) take for granted now like adding a segment if necessary or doing a co-terminal standby.