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November 09.2025

2 Minutes Read

How Alaska Airlines' IT Systems Will Shape Their Future As They Integrate Hawaiian

The success of Alaska Airlines’ takeover of Hawaiian hinges on this crucial IT system

The Crucial Tech Milestones in Alaska's Hawaiian Takeover

Alaska Airlines’ recent $1.9 billion acquisition of Hawaiian Airlines is a significant landmark in the airline industry, built upon a critical component: their integrated information technology platforms. As of October 15, 2023, all new bookings made on either airline are processed through Alaska's advanced Passenger Service System (PSS). This technological convergence marks a crucial step toward streamlining operations and enhancing customer experiences.

Importance of a Unified System

An airline's PSS is its heart. It governs everything related to ticketing, reservations, and customer service. Charu Jain, Alaska's Senior Vice President of Merchandising and Innovation, emphasizes the significance of this system by stating it connects all guest-facing services. The successful cutover to a unified platform is essential not only for operational efficiencies but also for solidifying Alaska’s competitive stance against industry giants like American Airlines and Delta.

Lessons from Past Mergers

Alaska's path to merging operations has its advantages, but it isn't without risks. For instance, when United Airlines integrated with Continental Airlines back in March 2012, the results included widespread travelers' frustrations due to glitches in their PSS. Long queues and flight delays marred their reputation for years. Alaska is determined to avoid such pitfalls; Jain expresses a desire for a seamless transition that instills zero anxiety in travelers, confirming organizational focus on a smooth transition.

Forward Thinking: What’s Next?

With the scheduled PSS cutover in April 2026, Alaska Airlines aims to phase out Hawaiian's older system, which is based on Amadeus technology, replacing it with one powered by Sabre. This transition is not merely functional but also involves a commitment to consumer protections established during merger negotiations—such as ensuring free family seating and retaining service to smaller communities. These pledges reflect Alaska's strategy to foster growth while addressing customer needs authentically.

In conclusion, Alaska Airlines’ merger with Hawaiian Airlines is a complex orchestration of technological upgrades aimed at enhancing efficiency and customer service. For business owners and managers in the service sector, especially those new to AI and tech-driven change, this is insightful. Understanding how such integrations can lead to improved operational efficiencies offers valuable lessons that could be translated back to their industries.

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How Alaska Airlines' IT Systems Will Shape Their Future As They Integrate Hawaiian

The Crucial Tech Milestones in Alaska's Hawaiian Takeover

Importance of a Unified System

Lessons from Past Mergers

Forward Thinking: What’s Next?

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