Air NZ CEO Rob Fyfe was, to say the least, extremely annoyed at IBM after a weekend computer failure that affected more than 10,000 customers. He gave IBM a real rocket in an email that was later obtained by Computerworld. Click here for the full story at Computerworld's New Zealand site, but below is the section of Fyfe's email it quotes. The mainframe crash occured at 9:30a.m. local time on Sunday, affecting everything from check-in systems to the airline's online booking site. Systems were not back up until 1:30p.m. IBM is contracted as Air NZ's IT provider.
“In my 30-year working career, I am struggling to recall a time where I have seen a supplier so slow to react to a catastrophic system failure such as this and so unwilling to accept responsibility and apologise to its client and its client’s customers.
“We were left high and dry and this is simply unacceptable. My expectations of IBM were far higher than the amateur results that were delivered yesterday, and I have been left with no option but to ask the IT team to review the full range of options available to us to ensure we have an IT supplier whom we have confidence in and one who understands and is fully committed to our business and the needs of our customers."