M&A-led IT change project creates integration challenge for United Airlines

By David Bicknell

Mergers and acquisitions (M&A) frequently create IT project and change management headaches when companies’ systems have to be integrated.

The latest example of a system migration creating a change headache appears to be United Airlines’ adoption of Continental Airlines’ reservations platform, as the New York Times recently reported.

The New York Times said that United Airlines suffered service problems including flight delays, faulty kiosks and jammed phone lines as it tried to work through technical problems in its efforts to combine the United and Continental reservation systems. The two companies first announced their merger in May 2010.

The United and Continental problems appear to mirror the problems that US Airways Group experienced when it tried to  combine the reservations systems of America West Airlines and US Airways following a merger in 2005.

Related Links

A Mergers & Acquisitions Playbook for CIOs, Part 1

A Mergers & Acquisitions Playbook for CIOs, Part 2

Fliers’ Alert: United, Continental merger comes Saturday

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