Ever wondered what goes on behind the scenes to ensure your flight takes off on time? At United Airlines, a complex web of technology keeps things running smoothly, often without you even noticing.
This article dives into United’s approach to technology, from cloud migration and legacy systems to the exciting world of Artificial Intelligence (AI).
Jason Birnbaum: Leading the Tech Charge
Jason Birnbaum, United’s CIO, spearheads a team of over 3,500 employees and contractors responsible for the airline’s technological backbone. He acknowledges the unique challenges faced by airlines – a single hiccup can become national news.
Birnbaum’s background includes experience with both established technology and innovation. He emphasizes the current trend of cloud optimization, where companies seek to maximize efficiency and minimize costs within cloud environments.
Balancing Innovation with Reliability
United heavily relies on Amazon Web Services (AWS) as its cloud provider. While cloud migration offers advantages, United prioritizes reliability. Legacy systems, despite their age, still function effectively. Birnbaum highlights the cautious approach United takes to avoid disrupting operations or introducing unforeseen issues.
The airline acknowledges that on-premise systems will likely remain in use for specific applications, with the ultimate goal being optimal user experience and performance. There’s no one-size-fits-all solution, and United aims to leverage the best technology for each situation.
Collaboration is Key: From Catering to Flight Information
United’s commitment to seamless operations extends to its internal communication. Teams have access to real-time data, allowing them to track everything from catering delivery to passenger check-in status through a shared chat application.
“Get Me Close”: A New Tool for Delayed Flights
Understanding the frustration of cancellations and delays, United is developing “Get Me Close,” a tool that allows passengers to find alternative flights to nearby airports in case of disruptions.
AI in the Cockpit? Exploring Possibilities
United is exploring the use of AI for pilot briefings. Generative AI could potentially assist pilots in crafting personalized announcements about destinations and flight updates. This initiative aims to improve customer satisfaction through enhanced pilot interaction, while still allowing pilots flexibility in their communication.
The article concludes by mentioning another potential application of AI for pilots – summarizing complex technical documents. However, Birnbaum acknowledges the strict regulations surrounding pilot operations, indicating a more cautious approach.
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