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    From Outage to Outrage: A Third of Travelers will Shun an Airline after one IT Failure


    Travelers are on edge, and rightfully so. Thousands of paying customers have been stranded, lining the perimeters of airports in makeshift sleeping bags, only to discover that a couple of computer glitches were to blame. The effects are palpable. According to a survey conducted by Qualtrics on behalf of Sungard AS, over a third of travelers (34 percent) would not book with an airline again if they’ve experienced a major, non-weather related issue with that airline that severely altered their travel plans.

    For repeat offenders, it’s even worse: 65 percent of travelers surveyed said they wouldn’t fly with an airline that had experienced many technical problems in a short time frame that led to widespread delays and canceling of flights.

    What can airlines take away from this? Weather delays are understandable, but IT-related delays and cancellations are not. In fact, many of their customers see this as an unforgivable offense.