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Jet Blue West Case Study

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1. WestJet upgraded first while JetBlue observed. JetBlue created a backup failover system and hired a temporary call center for help. The impact was that WestJet experienced (as a result of not being patient and not waiting) significant disruptions as JetBlue’s transition and implementation went smoothly. WestJet had to compensate passengers as a result of the erratic transition.

2. The precautions were taken by JetBlue in this case. They observed WestJet’s implementation and learned from their actions. Unlike WestJet, JetBlue also hired temporary call center workers to handle basic calls. Other actions taken by JetBlue include reduce and consolidating flights, as well as waiting for a slow travel period before implementing the upgrade. These precautions helped by allowing JetBlue’s experienced operators to handle the more complex calls during the upgrade (WestJet customers experienced long waits and travel reservation difficulties). Because of this, JetBlue only had to use its failover system twice and did not have to offer its passengers compensation to its customers, like WestJet did.

3. Upgrade advantages would include having many new features immediately available with faster future implementations and lower cost platforms as well as more support for mobile platforms. However, there would be some disadvantages that would come with upgrading also. Significant upfront expenses, and significant disruptions if not done in the proper manner are just some things to be aware of when upgrading. If a company decides to integrate, it can expect its infrastructure to remain stable during integration, with more support options. The company could also integrate at their own pace in increments as needed. And like upgrading, a company could expect some disadvantages with integrating also. A company could face the risk of falling behind with an integration as competitors may pay more money to upgrade altogether. Companies that integrate now may face even more costly upgrades, should they try to do so later. New functionality can also take longer or cost more to implement with integration.…...

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