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British Airways Outdated QA approaches = unhappy customers

By Antony Edwards

Antony Edwards

Antony Edwards - 6 September 2017

Back in May, British Airways suffered an outage that cost them £150 million and left 75,000 people stranded. After days of speculation, BA announced that the outage was due to an engineer causing a power cut. Surprisingly, BA suffered another outage in August 2017, with its spokespeople announcing that they experienced “temporary check-in problems” but the “earlier problem has been resolved”.

So, what is the likely cause of BA’s technical meltdowns? When it comes to established companies like BA, they have a legacy system and are trying to create digital offerings on top. This is causing a lot of creaking infrastructure, allowing downtime like this to happen. These companies need to modernize their back-end systems, rather than putting plasters over issues. Slow testing is creating gaps, and they can’t keep blaming it on power outages.

Travel companies used to manually test their technology and check-in systems every couple of months or weeks, however, with the increase of cross-platform technology, the need to testing has increased to almost constant. The rate of change is so high these days, organizations need to automate their testing rather than relying on manual processes.

In addition, travel outages are becoming a worrying trend. They are irritating but tolerable, but this could be much more serious if it begins to happen to more serious technology, since technology is coming far deeper into our lives than it used to, with the IoT in healthcare, cars and the home. Organizations need to take quality seriously for customers or risk losing them.

Want to know how companies like BT have addressed similar test automation challenges in complex technology environments? 

Read our BT case study here.