It might be fun to make Princess IT dept scapegoats for the problems with MedallionClass app but IT doesn't work in a vacuum. Princess management should have been aware of the problems for the system that has been in development for over 2 years.
I would be shocked that Jan Swartz is not aware of the problems with the system. She was President of Princess. Prior to that she was VP of Customer Service. Before she was hired by Princess she worked with a consulting firm to make enhancements to the Princess call center. So Jan Swartz is very familiar with customer service.
I found it interesting that in a post someone asked Ms Swartz about the Veteran benefits being retained and the response was something to the effect that Princess (or she) would work hard to retain the benefits. Why would that even come up as a question if Princess had not just reduced benefits for platinum/elite members?