UNITE HERE: Will American Airlines Computer Systems Fail Again?

UNITE HERE’s request for clarification about American Airlines’ upgrades
to its legacy computer systems go unanswered

HONOLULU–(BUSINESS WIRE)–UNITE HERE is raising concerns about unanswered questions regarding
American Airlines’ information technology systems. In a letter to Chief
Integration Officer Beverly Goulet UNITE HERE asked for details about
American’s upgrades to its computer reservation system (CRS) as well as
the scope of its upgrades from “legacy” systems to modern systems. UNITE
HERE’s letter is posted at www.unitehere5.org/aaletter.

UNITE HERE notes that a risk-averse approach to upgrading technology
systems cannot address the aging and complex computer systems that
pervade the airline industry.

UNITE HERE notes a number of troubling indicators about American
Airlines’ product:

  • American has suffered from technology failures in recent years.
  • Former Chief Information Officer Scott Nason has said that long-term
    investments in computer technology were a tough sell when he worked
  • After a CRS problem grounded American flights in 2013 Nason indicated
    that, during his tenure, a system failure occurred every few years.
  • Department of Transportation reports show that American Airlines
    exceeds rivals United and Delta in the number of consumer complaints

UNITE HERE’s request for information went unanswered by Ms. Beverly
Goulet and American Airlines. Concerned consumers and investors can urge
Ms. Goulet to release information.

About UNITE HERE – UNITE HERE is a labor
organization that represents over 270,000 North American members, with a
tradition of consumer advocacy.


Ivan Hou, 808-941-2141 ext. 267