UNITE HERE: Will American Airlines Computer Systems Fail Again?

UNITE HERE’s request for clarification about American Airlines’ upgrades to its legacy computer systems go unanswered

HONOLULU--()--UNITE HERE is raising concerns about unanswered questions regarding American Airlines’ information technology systems. In a letter to Chief Integration Officer Beverly Goulet UNITE HERE asked for details about American’s upgrades to its computer reservation system (CRS) as well as the scope of its upgrades from “legacy” systems to modern systems. UNITE HERE’s letter is posted at www.unitehere5.org/aaletter.

UNITE HERE notes that a risk-averse approach to upgrading technology systems cannot address the aging and complex computer systems that pervade the airline industry.

UNITE HERE notes a number of troubling indicators about American Airlines’ product:

  • American has suffered from technology failures in recent years.
  • Former Chief Information Officer Scott Nason has said that long-term investments in computer technology were a tough sell when he worked there.
  • After a CRS problem grounded American flights in 2013 Nason indicated that, during his tenure, a system failure occurred every few years.
  • Department of Transportation reports show that American Airlines exceeds rivals United and Delta in the number of consumer complaints received.

UNITE HERE’s request for information went unanswered by Ms. Beverly Goulet and American Airlines. Concerned consumers and investors can urge Ms. Goulet to release information.

About UNITE HERE - UNITE HERE is a labor organization that represents over 270,000 North American members, with a tradition of consumer advocacy.


Ivan Hou, 808-941-2141 ext. 267

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Release Summary

UNITE HERE assess the risk of the next American Airlines computer system failure