Originally Posted by
PaulC852
Given that other airline (and similar real-time, critical) websites seem to function pretty well, I would argue that there clearly isn't a lack of good talent generally, just within CX. It's perhaps not fair to blame the recruiter for one stuff up, but when CX's IT has been so bad for so long through what must be multiple changes of management then there must be something wrong with the selection process for the people.
When the main selection criteria has become "compliance with the government", one may miss out on excellence (people with excellence skills do seldom fit into the category "follow what is being told", on the contrary). When the main selection criteria has become DEI, you may miss on excellence, etc.
That said, the IT isn't that bad, the problem is the exception handling isn't implemented properly and errors tend to cascade through the rest of the IT, instead of being isolated. IE, when seat allocation/review isn't working, don't let that break down the other functionality of the website.
The whole problem is that websites are nowadays based on "call-backs", IE have a static website framework and the factual dynamic info is requested subsequently by the web browser. And when the call-back processing engine gets stuck in requests which can not be processed, the whole starts running out of resources and nothing moves any longer. Add to that, that the communication/exception/timeout handling in browsers for the JavaScript/CSS call-backs is far less robust than the basic browser communication and disaster is built in from the very beginning. The "website being down" like the screenshot is typically a symptom of this.