clothingchina: Minor glitches in United computer switch

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Travelers use United Airlines kiosks at O'Hare International Airport in 2010. On Saturday the airline transfered its computer operations to a new system as part of its merger with Continental Airlines. There were some reports of problems from travelers, but the airline said the glitches were minor. (William DeShazer, Chicago Tribune / September 14, 2010)

By Gregory Karp, Chicago Tribune reporter March 4, 2012

United Airlines' conversion to a new computer reservation system experienced hiccups Saturday, as the Continental Airlines name faded into history.

Fliers reported some problems at check-in kiosks and long lines at some airports, including Chicago O'Hare International Airport.

Both O'Hare and United said the disruptions were minor.

"The system conversion involves moving millions of reservations and re-establishing numerous communications links," United spokesman Rahsaan Johnson said."The vast majority of this work is going well, and we are resolving technical issues that we are identifying during this process."

The airline said most flights were leaving within 30 minutes of their scheduled departure time.

Other airlines that made similar conversions have experienced glitches that led to major hassles for travelers. Some of those same problems were reported by United travelers.

On Twitter, one passenger said the transfer was "near-flawless." But another complained that her travels on the airline had been "such a mess."

United and Continental airlines merged in 2010 but have been integrating operations since. The computer transfer, and the disappearance of the Continental name, are among the most significant changes that customers would notice.

Tribune reporter Ryan Haggerty contributed.

gkarp@tribune.com Copyright ? 2012, Chicago Tribune

ct-biz-united-glitches-20120304

? Comments (3)Add / View comments | Discussion FAQ HERALDO at 3:47 AM March 04, 2012

There is on change in the milage program that I find significant.

Buried in the website and not readily known to its own customer service, United has decreased the number of free bags allowed to Silver level members from 2 to 1.

For years Continental has allowed 2 free bags which was a strong incentive to fly with them and not less expensive airlines. United did the same.Now that's gone.

United ,of course, can change what they want and we can fly where we want.

What bothers me the most, is that there is no mention or notification of this change is all the glossing over about how "nothing has changed in the mileage program.

thanks for your attention

mcmtnstr at 10:58 PM March 03, 2012

There are ALWAYS long lines at ORD & MDW. Even the TSA is inept in Chicago, particularly nights & on weekends.

wassyw at 10:15 PM March 03, 2012

Hiccups?? Obviously, Gregory Karp hasn't tried out the system.? I did--both online and on the phone--and it's terrible!? I began trying to change a reservation at 11 a.m., and the change wasn't completed until after 4 p.m.? The phone system reported a wait time of 55 minutes, but then it cut me off once after waiting 18 minutes in the queue and once after waiting 24 minutes in the queue.? Then it cut me off after working with a representative for 70+ minutes!? One sales rep was pleasant, but failed to suggest that a new one-way ticket might be cheaper than revising the return half of a round-trip ticket.? A second sales rep argued with me about whose responsibility it was to know that.? (My contention was that the airlines are a service industry, and they should suggest alternatives based on price.? His contention was that I should know how the airlines price flights.)? A third rep was both pleasant and competent.? Never again--I won't fly United again unless there's NO other alternative!

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