re: American Airlines Reveals Limits Of World-Class IT
I wasn't personally involved in the many efforts to put an GUI front-end on SABRE but there were many. There were a lot of technical problems but, as I understand it, the huge problem was human. Because the user interface to SABRE was user hostile, agents developed an expertise over time that developed into a kind of power structure. When the first GUI front ends rolled out there was such a backlash and sabotage that the effort was pulled. You always have to remember that, for a reason I have never understood, manage/labor relations at AA and most airlines was poor and any effort to change things--even for the better and with best intentions--was first looked upon as an effort by management to get more out of the employees for nothing.