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United Airlines has another large computer outage

By Samantha Bomkamp & Scott Mayerowitz

AP Airlines Writers

POSTED:
LAST UPDATED: 09:16 a.m. HST, Nov 15, 2012


NEW YORK » United Airlines says it has fixed a computer problem that led to widespread delays for thousands of its passengers.

The outage lasted for about two hours this morning. The problem was that dispatchers couldn't send flight information to about half of the United's mainline flights.

Regional flights on United Express were not affected.

United was not immediately able to say how many flights were delayed because of the problem. Spokesman Rahsaan Johnson says few if any flights were canceled.

Earlier this year, computer issues from the merger of United and Continental caused delays. Johnson says the problems today were not related to integrating the computer systems of the two airlines.

Major delays across the world, especially those early in the morning, can easily ripple throughout an airline's network. United runs about 5,500 flights a day worldwide.

During the system failure, some furious passengers vented their anger on social media sites.

"Does anyone have a Radio Shack computer or abacus to help United get their system fixed?," tweeted Lewis Franck, a motorsports writer who was flying from Newark, N.J. to Miami today to cover the last race of the NASCAR season.

In a subsequent phone call with The Associated Press, Franck added: "Why is there a total system failure on a beautiful day? What happened to the backup and the backup to backup?"

United Continental Holdings Inc. spokesman Rahsaan Johnson said the outage didn't affect its regional flights on United Express. He said only those airplanes that came from the former United were affected.

United has been struggling with technology problems since March, when it switched to a passenger information computer system that was previously used by Continental, the airline it merged with in 2010. That system, called "Shares," has needed extensive reworking since March to make it easier for workers to use.

Passengers by midmorning reported that pilots and gate agents told them that a backup system was allowing some flights to take off. Earlier, fliers were told by pilots and airport agents that computers were down and they didn't know when the system would come back.

Judd Shapiro of Nashua, N.H. said he got to the gate at Logan Airport in Boston and agents told him that planes could land but not take off.

"JetBlue is taking off, American is taking off, but United is on the ground," he said. "I was having a flawless airport experience until I got to the gate."

About two hours after his plane was scheduled to take off, Shapiro e-mailed an AP reporter to say he was back on a plane.

"Fingers crossed" for takeoff, he wrote.

Michael Silverstein, who works in finance, was supposed to be on a 6:01 a.m. flight from Los Angeles to San Francisco. The computer outage had already caused him to miss one meeting and he was worried about missing another. So he walked off the plane and bought a $195 last-second ticket on a Southwest Airlines flight to Oakland, Calif.

"I'm frustrated because I'm missing a meeting that I thought I had plenty of time for," Silverstein said.







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allie wrote:
The merger has gone very badly
on November 15,2012 | 05:32AM
nodaddynotthebelt wrote:
Just to let you know, I know of several people who went to a mainland hospital to get a procedure done and then were told by United Airlines that they cannot reschedule their flight when the procedure took longer than planned without a sever penalty. The result was that all these people ended up having to buy new tickets (all from another airline because they found it cheaper to go that way). United Airlines will not reschedule return flights even when a doctor writes a letter explaining the reason for the delay. But if United Airlines has a delay of their own they will not pay the customer a penalty for causing them to be late. United Airlines should be ashamed of themselves.
on November 15,2012 | 06:40AM
gth wrote:
Had the same experience years ago with United (before the merger). Waited at the airport for over six hours. Never flew or will fly on United again. Maybe they should fire their IT personnel.
on November 15,2012 | 06:51AM
AhiPoke wrote:
United's problems got worse when, after the acquisition, they used the antiquated Continental IT system instead of their own. Very strange when you consider that United bought Continental not the other way around. Even the CEO is the former Continental CEO.
on November 15,2012 | 07:16AM
gth wrote:
It probably had to do with the $$$$$$$$$$$. Too bad for it's front line employees who will have to bear with the brunt of the customer complaints. As I said before, I will never fly with United again. Used to be one of the premier airlines, now it sucks.
on November 15,2012 | 08:13AM
allie wrote:
agree...too many mistakes were made
on November 15,2012 | 08:56AM
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