is the website down?
Jan 22, 2025 | 10:28 pm
#16
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
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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.
Jan 22, 2025 | 10:59 pm
#17
Join Date: Mar 2024
Posts: 247
Youve obviously not been over to BA land https://www.flyertalk.com/forum/brit...ease-keep.html
Jan 23, 2025 | 1:49 am
#18
Join Date: Nov 2017
Programs: MPC-DM, Enrich-Plat
Posts: 1,366
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.
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.
Jan 23, 2025 | 7:28 am
#19
Join Date: Oct 2023
Posts: 626
I find the US airlines generally have decent/much better IT. Alaska and United being the best in my experience.
Jan 23, 2025 | 7:51 am
#20
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Jan 23, 2025 | 7:59 am
#21
Join Date: Oct 2023
Posts: 626
Depends on who and what. He is talking about LX and LH which I don't find any better than the Americans.
I actually find Alaska ground (as in reservations, FF etc.) to be significantly better than CX in terms of trying to think outside the box to solve unusual problems, responsiveness etc. In the air and at the airport, of course Asian carriers are better.
I actually find Alaska ground (as in reservations, FF etc.) to be significantly better than CX in terms of trying to think outside the box to solve unusual problems, responsiveness etc. In the air and at the airport, of course Asian carriers are better.
May 24, 2025 | 8:12 pm
#23
Join Date: Dec 2000
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Posts: 3,407
I've noticed the last few weeks.. every time the website api seems to be down.. I end up clearing my cookies and cache, and it immediately starts working again... Seems to be a google chrome problem, as it happens on my mobile as well as desktop...