Digitising In-Flight and Ground Travel Services

A leading transatlantic airline partnered with us and our strategic delivery partner to modernise its core customer‑facing services, including check‑in, seat reservations, complaints handling, and call centre operations. The engagement delivered a shared services architecture that supported the airline’s digital transformation and enabled the reuse of service components across the organisation.

A UK‑based transatlantic airline with a strong global brand, the organisation operates long‑haul routes connecting the UK with key destinations across North America, the Caribbean, Africa and Asia. Known for its focus on customer experience and innovation, the airline serves millions of customers each year through a complex, multi‑channel operating model.

Following a period of sustained growth, the airline faced increasing challenges in supporting its expanding operations with a digital estate that had become complex and costly to maintain. Legacy systems, while effective when originally implemented, had become difficult to integrate with newer technologies.

Recognising that its existing systems could limit future development, the business initiated the development of a Shared Service Platform (SSP). The platform was designed to support a more scalable digital strategy, making it easier for the organisation to evolve and grow.

The Shared Service Platform (SSP) was built using a service oriented architecture, providing a consistent integration layer between legacy systems and external partners. This architectural shift simplified the introduction of change, significantly reducing the time and cost typically associated with modernising legacy systems.

Over a 24‑month period, we worked closely with the airline’s internal teams and our strategic delivery partner to deliver a robust platform. The result was improved system integration, simplified operational processes and greater responsiveness across the organisation.

Agile and Kanban delivery approaches enabled incremental progress, adaptability and transparency throughout the programme. Enterprise technologies, including Microsoft BizTalk, SQL Server, Oracle, XML and HP, formed the foundation of the new platform.

The successful delivery of the Shared Service Platform was supported by early alignment and close collaboration. A new, cross‑functional delivery team was rapidly formed, building momentum early and enabling trust and knowledge sharing from the outset.

One of the platform’s immediate benefits was the introduction of online self‑service for customers. For the first time, passengers could allocate seats, select meals, and manage other travel preferences via the airline’s website—capabilities that had previously been available only through the call centre.

The platform also demonstrated its ability to scale in response to rising demand, enabling the airline to improve the customer experience while also improving operational efficiency.

Working with Arrk, the airline implemented a Shared Service Platform that improved customer self-service and operational efficiency. The platform simplified the management of customer-facing services and provided a scalable foundation for future development.