Product Failures: American Airlines

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On September 11, 2001 two American Airlines airplanes were hijacked. One was flown into the north tower of the World Trade Center and the other crashed into a field on it's way to the White House killing everyone onboard. As people scrambled to find out what happened to their loved ones, the American Airlines automated phone systems failed as they refused to included what is known as the Mayday codes.

Today we talk with Blade Kotelly, who built the automated phone system for several Airlines, including some affected by the September 11 hijackings. His systems didn't fail that morning - so what happened at American Airlines?

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