One of my favorite expressions from airline retailing leaders about major transformations is: “Migrating a PSS is like performing open-heart surgery.” To explore this heart-PSS analogy, I spoke with Jorge, a heart surgeon for 30 years, and Glenn, an airline technology veteran of 30 years. Their insights validated four points in this comparison:
Criticality
- Heart: The heart pumps blood, delivering oxygen to organs. Without it, the brain dies in three minutes.
- PSS: The Passenger Service System (PSS) manages all passenger bookings. Without it, flights can’t operate efficiently, risking delays and reputational damage. A failed or incomplete PSS migration can lead to competitiveness issues and operational decline.
Complexity
- Heart: The anatomy of the heart is well known. Surgery requires stopping the heart and using a heart-lung (or cardiopulmonary bypass) machine, invented in 1953. In the case of a heart transplant, the new heart must be connected to the arteries. Post-surgery, the heart must restart and function properly.
- PSS: While PSS functionalities are well-defined, migrating a PSS involves integrating with other systems. Documentation gaps for some old systems may add complexity. A transition to a new Offer & Order Management System (OMS), which involves Orders replacing PNRs, tickets and EMDs, represents the largest complexity.
Expertise
- Heart: Surgeons undergo at least 12 years of specialized training and work daily with a dedicated team including anesthesiologists and other experts.
- PSS : Migrations require a coordinated team with deep expertise in airline business processes, technology, change management and other specific topics.
Planning
- Heart: A surgery should be planned months in advance, involving extensive preparation and assessments. Emergency interventions are possible, like for a heart attack, and require quick actions, still following established produces.
- PSS: Migrations often involve over a year of planning and lead to an overnight cutover. A transition to an OMS would take place in phases to manage risks. The emergency recoveries relate to a breakdown of the PSS, not supposed to happen during the migration or transition.
In summary, the comparison holds in terms of complexity and expertise, and to some extent in criticality and planning. It’s essential that airline management and shareholders understand the seriousness of PSS transitions as they move towards digital retailing and prepare for a transition to Offer & Order Management Systems.
There are more parallels to draw between health and aviation, for example in safety. Stay tuned! 🤗
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