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Can United Airlines fix itself?

It's hard to find anyone who likes the new United Airlines. Even at United Airlines.

Denied boarding because I didn’t pay a change fee

Always read to the end. The very end.

Could United Airlines’ chaotic computer “cutover” have been avoided?

At United Airlines, they called it the “cutover.” It was the final and most difficult piece of the puzzle in the merger with Continental Airlines, and it involved combining two complex passenger reservations systems.
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