Originally Posted by
aerobod
All the straightforward cases for WestJet PNR change are covered by online change, but there are a lot of edge cases that are not. Some of this is due to Sabre limitations, some are due to investment not being applied. Bear in mind that from a sheer size perspective, AC IT budgets are about 5 times larger and Delta 10 times larger than WestJets, yet the systems complexity are not that much different now between all three airlines. There is also the fact that Delta 100% controls their reservation system coding, WestJet doesn’t, neither does AC now. Since AC moved to Amadeus, they also lost automation in some cases that hasn’t been reimplemented yet in all cases.
All very true and real-world...and the end result is a customer making "
never booking Westjet again if I can help it, and here's why" posts. So the choice is to either upgrade the IT at immense cost in the hope of growing the customer base, or loose customers - which is an immense cost. Businesses are choosing one or the other. With so many IT projects failing so badly, it's no wonder many companies decide to stay with what they have - even at the risk of antagonizing customers.