Description of the system:
Virgin Australia Airlines Pty Ltd, which was previously known as “Blue Airlines”, is Australia’s second biggest airline after Qantas. Virgin Australia Airlines Pty Ltd is located in Bowen Hills, Brisbane, and established by the help of British representative Richard Branson. The airplane has established to serve 29 cities in Australia.
An airline information system should support all kind of information including aircraft information, booking, route reservation, flight’s fares, schedule information, passenger’s tickets and reservations information. The Virgin airline has a standard information system which provides customers with variety of options and advantages. Virgin Air lines uses Sabre booking and check-in system.
Incident of concern:
The incident happened, when Virgin Australia check-in system crashed and it caused flight delays and cancellations. More than 30 flights were canceled and many other flights were delayed because the check in system went down. Customers were asked to check the status of their flights on the airline’s website. Staff had to apply manual check-in process for all flights, which was time consuming and annoying for the passengers.
Key Stakeholders and their role:
Business process model:
Major components of the information system:
Refunds and Cancellations
Virgin Australia Airlines Pty Ltd, which was previously known as Blue Airlines, is Australia’s second-biggest airline after Qantas and it is the biggest aircraft by armada size to utilize the “Virgin” brand.
Virgin Australia Airlines largest running software is its reservation system which provides transaction processing facility on Sabre reservation system.
More than 30 flights were canceled and delayed in one day
Staff used manual check in process
Travelers confronted disturbances
Advantage for competitors
Decision making processes:
No planning was done for alternate or backup systems in case of hardware failures.
IT staff mismanagement
Information security issues:
Customer’s information security concerns
Airlines security concerns
Cause of the incident or failure:
Incompatibility of the different modules of the system.
Impact on the system and key stakeholders:
Flight Delays and cancellations
Loss of credibility
Confusion at airports
Compotator’s get advantage of this incident
Customer’s waste of time
Recovery of IS:
provide alternate or backup system
IT staff needs to be more alert for any incidents
Updating software on regular basis
Check and replace hardware
abc news. 2013. Virgin Australia check-in system crash causes flight delays and cancellations. [ONLINE] Available at: http://www.abc.net.au/news/2013-08-06/virgin-flights-hits-by-check-in-system-crash/4869022. [Accessed 12 March 2017].
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