JETBLUE AND WESTJET: A TALE OF TWO IS PROJECT 1 Issues 1. A. How important is the reservation system at airlines such as WestJet and JetBlue. B. How. JetBlue and WestJet: A Tale of Two IS Projects By: Michael Najmulski The reservation systems at airlines such as WestJet and JetBlue are very important to the. JetBlue and West Jet: A Tale of Two IS Projects Name Course Tutor’s Name Date The reservation system will increase revenue for the airline companies due to.

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It sells seats, collects payments, allows customers to shop for flights on the airline’s Web site, and provides an interface for communication with reservation agents.

Both JetBlue and WestJet contracted with Sabre Holdings, one of the most widely used airline IT providers, to upgrade their airline reservation systems. They also needed features like the ability to link prices and seat inventories to other airlines with whom they cooperated. JetBlue is slightly bigger, with aircraft in use compared to WestJet’s 88, but both have used the same low-cost, good-service formula to achieve profitability in the notoriously treacherous airline marketplace.

This can be seen when inboth airlines upgraded their airline reservation systems, SabreSonic CSS was launch, customers struggled to place reservations, and the WestJet Web Site crashed repeatedly. But JetBlue had also experienced similar customer service debacles in the past. In addition to the increase in customer complaint calls, customers also took to the Internet to express their displeasure. The objective is to develop a framework for evaluating the various risks against one another.

JetBlue also sold smaller numbers of seats on the flights that did take off that day.

JetBlue and WestJet: a tale of two IS projects

This experience, coupled with the observation of WestJet’s struggles when implementing its new system, motivated JetBlue’s cautious approach to its own IT implementation.


Newer Post Older Post Home. In FebruaryJetBlue tried to operate flights during a blizzard when all other major airlines oof already canceled their flights. Two examples of westjft business model in action are JetBlue and WestJet. In contrast, JetBlue had the advantage of seeing WestJet begin its implementation months before, so it was able to avoid many of the pitfalls that WestJet endured.

Headquartered in Calgary, Canada, WestJet was founded by a group of airline industry veterans inincluding Neeleman, who left to start JetBlue shortly thereafter. In recent years, the airline industry has seen several low-cost, high-efficiency carriers rise to prominence using a recipe of extremely competitive fares and outstanding customer service.

That is, identify all of the risks possible in the project. The inventory should include all internal factors for the project such as resource changes, assumption failures, and sponsor availability.

JetBlue and WestJet: A Tale of Two IS Projects – Assignment Example

It is structured, defined requirements run lower risk. Earlier in this decade, WestJet underwent rapid expansion spurred by its early success and began adding more Canadian destinations and then U.

Since WestJet had not anticipated the transfer time required to move the files, they had failed to reduce its passenger loads taale flights operating immediately after the charge over. This turn out to be a poor decision, as the weather conditions prevented the flights from taking off and passengers were stranded for as long as 10 hours.

JetBlue and WestJet: A Tale of Two IS Projects Assignment

However, there are still glitches call wait times increased and not all of the airport pojects and ticket printers came online right away. This delay provoked a deluge of customer dissatisfaction.

The goal is to collect all the risks. JetBlue was incorporated in and founded in by David Neeleman. This is also a part of the process that typically helps validate the estimates made above.


WestJet had not anticipated the transfer time required to move the files and failed to reduce its passenger loads on flights operating immediately after the changeover.

From a customer perspective, only one projecte two things can happen: The airline sent apology letters, offered flight credits to customers and bolstered call center with temporary staffers. WestJet’s call centers were also overwhelmed, and customers experienced slowdowns at airports.

The loss of a key team member may have a low probability; however, the impact to the project can be great. How did WestJet allow prrojects to happen? On the other hand, JetBlue make its switch on Friday night because Saturday traffic tends to be low. For a company that built its business on the strength of good customer service, this was a nightmare. Each carrier had started wrstjet using a system designed for smaller start-up airlines, and both needed more processing power to deal with a far greater volume of customers.

The more quickly the risk associated with an item to be validated the more quickly the risk is no longer a risk so its probability can be zeroed out. ByWestJet held nearly 40 percent of the Canadian airline market, with Air Canada dropping to 55 percent. For instance, the risk of losing key personnel can be mitigated by providing completion bonuses or even just monitoring their happiness more closely.

These problems impact both of the airlines operational activities and decision making to change their initial carrier which had started out as a system designed for smaller start-up airlines to a better carrier.

JetBlue continued to grow at a rapid pace, remaining profitable throughout, untilwhen the company lost money in a quarter for the first time since going public.