How Better Business Processes Improve Operational Performance And Disruption Management

WestJet Airlines’ technology sets the table to help manage the carrier’s more than 700 daily flights and connect baggage at its hubs. Innovation drives improvements, such as a recent investment in baggage tracking that lowered misconnected bags by as much as 35 percent. However, the carrier – like many global airlines – seeks a bigger payoff from its IT spending.

“We have the technology to support us, but sometimes leveraging it can be an issue,” said Mike Byrom, director of guest experience for the Calgary, Canada-based airline. “When we are at peak demand, the technology needs to be consistent and help us make decisions that create an uninterrupted experience for the guest. Consistency and decision-making abilities are the keys to positive outcomes.”

Read the fourth article in The Forbes Insights – Connected Airline series.