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Chaotic IT change at United caused passenger headaches
The chaotic switchover from United's Apollo reservations system to Continental's Shares system as the two airlines completed their reservations-system merger in March brought confusion and frustration to many passengers, this feature says. Many travelers were greeted by curt customer service agents who were unable to locate reservations or were told that frequent-flier-program rules had changed, among other problems, this feature says. Although United says it didn't lose any reservations because of the problems, it has hired an additional 400 contact-center workers to handle customer calls.

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