For customers, travelling with British Airways is a smooth experience. However, behind the scenes, hundreds of operations must work seamlessly to ensure planes depart, fly and arrive at their destinations on time. From snow and ice, to resource shortages and knock-on delays, unforeseen complications can cause major disruptions to any airline.
“How might we reduce the time it takes staff to make a decision from 15 minutes to five minutes?"
In order to speed up decision-making and minimise customer disruption, our task was to explore and create a one-stop source of information for every department across the Heathrow operation. This was no easy task and a large financial investment for the organisation. It meant consolidating multiple sources of data into a digestible format that could provide a high-level view of the airline’s entire operations. It required British Airways to understand how data was being interpreted across their whole organisation so that a solution could be adaptable and effective for multitudes of people, roles and needs.