Big system outtages happen occasionally, I can roll with that. My big problem with this was the lack of communication and consistent information: -The airport info and google flights were telling me my flight was on time all day, but as the afternoon progressed flightaware.com kept pushing it back until it was at a 3 hour delay. This delay was never reflected until boarding was expcted to begin. Their solution was a post-it note over the monitor that said "WAY LATE". How did flightaware scoop you on this for so long when they're pulling flight tracking information from your systems? -For a company that prides itself on customer service, and to some extent innovation, there's no reasonable excuse for why your re-booking/voucher lines take so long. Why not utilize all forms of customer support when you have 100+ passengers to attend to and only 2-3 gate agents? I waited for over an hour, and I'm sure other passengers have worse stories. Part of the delay was due to computer issues the gate agents encountered, which is understandable, but they weren't telling customers in line about this over the PA until the crowd got restless. Here's one suggestion-when this happens, give folks a unique code that can be plugged in on a website or over the phone, where they can recieve remote customer support to see what re-booking/voucher options are available. Your ability to triage these stressful situations is significantly impacted by relying on an outdated process that worsens the customer experience. -Huge lack of transparency. Unless it was a matter of national security like hacking, I feel a lot better about these massive outtages when there's someone taking accountability, explaining what went wrong and providing updates. After mentioning the initial system problems, your twitter went silent for 6 hours. I like traveling with you guys but I'm typing this from a United flight. Didn't want to wait another entire day and risk further problems from the fallout. If the news this morning is any indication, there are still plenty.
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