How a Major Airline Improved Operations, CX & Revenue Management with a Mobile App

The client is a major airline in Latin America, operating scheduled services to more than 90 destinations in Mexico, North, South, and Central America, the Caribbean, Europe, and Asia. It is considered one of the largest international airline groups.

Challenge

Airlines often face regulatory and operational complexities that may disrupt critical tasks. The client sought digital solutions to enhance employee coordination for over 2,000 pilots and 5,000 crew members, automate VIP lounge registration, and optimize cargo revenue tracking. The goal was to improve communication, reduce paperwork, and enhance operational efficiency.

Solution

The airline worked with Orion Innovation in Mexico to develop a mobile app for its pilots and flight attendants. 

• Information Tool: Provides access to real-time corporate and operational data, including manuals, itineraries, and country-specific policies.
• VIP Lounges Automated Registration: Streamlines boarding pass scanning and passenger eligibility verification for SkyTeam lounges. 
• Cargo Balance Revenue System: Enables crew to manage and reconcile cargo tracking, operations, and accounting processes.

Key features:

• Centralized management of information
• Offline functionality
• Content updated in real time

Impact

Orion’s digital solutions optimized the airline’s operations, customer service, and revenue management. Automation improved employee and passenger experience and cargo tracking, reinforcing their industry leadership.

The app also improved sustainability, helping the airline save over 5 million pages of onboard technical manuals. This reduced the weight of information required on the aircraft and, as a result, an estimated 1,500-ton reduction in CO2 emissions.