COUNTRY FOCUS: IRAQ
Iraqi Airways has prospered with the help of SITA, a
leading specialist in air transport communications and
information technology. SITA has been supporting the
airline’s infrastructure and airport/passenger solutions
and has played a key part in its growth.
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Up, up and away
I
raqi Airways (IA) has been a significant
airline in the Middle East since 1946.
Despite war and political turmoil in Iraq,
IA has not only managed to survive but is
now experiencing growth. After working
with SITA in 2009, a leading specialist in air
transport communications and information
technology, to automate its operations,
level the playing field with competitors and
comply with international standards, IA had
11 aircraft (up from only five in 2006) and
carried 450,000 passengers to three domestic
and five regional destinations in 2010.
By 2015, passenger numbers reached 2.3
million – with 31 aircraft to five domestic
and 24 global destinations – and annual
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INTELLIGENTCIO
growth is now about 15%. This year (2018)
it will fly a total of 2.5 million passengers to
30 international destinations – clearly the
airline is continuing to grow.
Since the beginning of its operation and
during hard times, SITA has been supporting
IA’s infrastructure and airport/passenger
solutions and is a key consultant and reliable
industry partner.
Partnering with SITA, which works with air
transport owners and members to provide
technology solutions, provided IA with
a reliable infrastructure that allows it to
manage its reservations globally and at
home from a single reservation centre. IA
can also accommodate the growing demand
from passengers for multi-channel support –
including voice, email and chat.
The challenge
This is especially valuable to IA as the
airline rebuilds its international business.
SITA is well-positioned to help rebuild the
air transport sector in Iraq and has worked
hand-in-hand with IA officials to overcome
the challenges caused by war.
Among IA’s biggest challenges was
customer support – particularly outside
normal business hours and on weekends/
holidays. With no helpdesk or contact centre
available to passengers during these times,
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