Navigating Tech Change Post-Merger
Challenge: Driving Technology-Led Change in a Post-Merger Environment
Following the United-Continental merger, the newly integrated airline faced significant operational and cultural hurdles in standardizing its pilot evaluation process (Line-Checking). The existing system was manual, fragmented, and lacked transparency, creating risks of FAA fines, loss of captain qualifications, and flight delays.
With 8 major airport bases across the U.S. and 5,000 captains impacted across all aircraft fleets, from the wide-body 787s to the narrow-body 737s, leadership recognized the need for a technology-driven transformation. However, the challenge extended beyond systems and automation—it required navigating cultural resistance, post-merger power dynamics, and stakeholder alignment across legacy United and Continental teams.
Our Approach: Technology-Driven Change Management
Led a large, multi-location project team comprising subject matter experts, pilots, developers, trainers, and schedulers to automate and optimize the legacy Line-Checking process. The approach involved:
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Business Process Automation – Identified and removed inefficiencies in pilot evaluation and certification workflows.
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Technology Enablement – Implemented multiple technological solutions, notably repurposing the Jepp Pilot Bidding System for enhanced scheduling and compliance tracking.
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Rigorous Testing & Experimentation – Developed and validated solutions through extensive pilot testing to ensure seamless integration into daily operations.
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Change Management & Cultural Integration – Led structured change efforts to mitigate post-merger power dynamics and trust issues, ensuring stakeholder alignment and adoption.
As the project also addressed deep cultural sensitivities within the pilot community and operational leadership, managing stakeholder alignment across legacy United and Continental teams was a critical success factor.
Business Impact Summary
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$3.5M in annual recurring savings through automation and process optimization.
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Reduced inefficiencies and compliance risks in the pilot evaluation process, reducing the likelihood of FAA fines or stalled flight operations.
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Standardized and streamlined Line-Checking procedures across all 8 U.S. airport bases, impacting 5,000 captains out of a 14,000-pilot workforce.
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Achieved transparency across United and Continental fleets, ensuring alignment in pilot qualifications and evaluations.
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Successfully implemented a high-stakes, culture-sensitive transformation during a period of low trust and post-merger integration challenges.
By integrating technology change management, stakeholder alignment, and process automation, we transformed a fragmented, inefficient system into a streamlined, scalable solution—ensuring long-term operational efficiency, compliance, and cost savings for United Airlines.