Today’s airlines are fierce competitors, each trying to outdo the others with faster, more personalized options and services. But unlike other businesses, airlines are starting the race from behind, running on systems that need major revamping. That’s because much of their current technology consists of aging, cobbled-together solutions from disparate and siloed vendors.
The obvious solution is to move to the cloud, where companies can leverage modern tools like microservices, connected APIs, and artificial intelligence (AI) to gain the insights and agility they need to thrive.
But that’s easier said than done. Successful transition requires partners with deep experience in legacy modernization, cloud technologies and specialized airline processes—areas where few have domain knowledge. While many companies are struggling, those who can find the right expertise are pulling ahead of the pack, redesigning age-old processes to make them more efficient, more transparent, and more appealing to customers.
Here are some real-life examples of innovative capabilities created by major airlines in partnership with Infosys—a company with deep roots in the airline business—and Amazon Web Services (AWS).
Streamlining modernization
In one example, an airline had been trying to upgrade its systems, but a lack of visibility impeded decision-making. Infosys analyzed which applications would profit most from moving to AWS and the Infosys Cobalt Cloud, where airline teams can use prebuilt reference architecture and services that speed development and operations.
Upon migration, Infosys created a standardized cloud framework and patterns for the airline, which was used by subsequent teams. Previously, data silos had prevented collaboration between operational and IT teams. Now they can work together without any friction. They soon began creating time-saving automations across the enterprise, including the baggage handling system.
One feature that’s been a big hit with customers—especially those with connecting flights—is automated, personalized baggage tracking notifications. It may sound simple, but providing these messages requires integrating information from many disparate sources, including custom software platforms and cargo updates. Airlines can now send targeted IATA 753-conformant notifications to passengers about the journey of their bags.
Infosys also addressed the industry’s problem of increasing cyberattacks and data breaches. The airline’s applications now contain built-in threat protections and internal governance standards compliance, which are deployed before testing and release. Infosys implemented CICD best practices to ensure accelerated deployments, secure coding standards, and faster value delivery of feature life cycle on the cloud. All of this helped improve customer satisfaction.
Upgrading the customer experience
The airline in the second example was determined to improve the passenger and agent experience at every airport touchpoint, from check-in counters to security checkpoints, gates, and baggage areas. Infosys modernized the systems that passengers use at the curb, kiosk, and bag-drop facility. It also made a completely modern UX for frontline and customer service desk agents to help them provide passengers with better information and a smoother experience.
The legacy systems were completely reimagined using design thinking principles and AWS Well-Architected Frameworks to ensure that they are future proof and ready. Infosys also collaborated with the airline and specific airports to design Flight Info Display Systems (FIDS) using advanced technology. Airline teams can now provide better real-time information to passengers transiting large airports, where the backbone is entirely cloud based.
These are just a few of the exciting possibilities cloud-native technology offers airlines. It all starts with the Infosys Cobalt Airline Cloud on AWS. Click here to learn more.
