American Airlines has awarded a $70 million agreement to Big 5 giant PricewaterhouseCoopers and Sabre to upgrade the airline's reservation system.
The goal is to lessen customer on-hold wait times by 25 percent through an overhaul of the telephone and computer system. Along with Sabre, PWC will develop systems in logic, databases and a new graphical user interface.
The new venture also will transfer to the airline's Web site to enable faster completion of online mechanics. PWC will accomplish the effort through their Customer Relationship Management Practice.