Just saw that British Airways is continuing to have major issues with its new Terminal 5 at Heathrow airport – canceling hundreds of flights and leaving passengers stranded or simply without an available flight option.
Bad CRM, of course. But even worse is the timing. Sure, there is never a 100% optimal time to try out new B2C technology, but around a U.K. holiday time frame – even worse. I don;t know if there was a better way to roll out Terminal 5 as an operational entity – especially considering BA was running its other terminals at the airport at as much as 150% capacity. But a phased roll out, with a few test flights and some stress testing of the luggage management and other logistics software might have helped.
Hey, it works when we phase general CRM application deployments.