Case Study: Leading Airline IT Service Provider achieves 20% maintenance cost reduction and 99% check-in system stability with Hexaware

Delivered Benefits Beyond Cost to Europe’s Largest Airline Group via Airline Check-in Application Managed Services

Leading IT Service Provider, a major supplier to the airline and aviation industry supporting Europe’s largest Airline Group, faced a complex challenge: a FORTRAN-based legacy Airlines Check-in system running across 107 countries and 271 stations (handling ~3,500 flights and 0.3M passengers daily) with sparse documentation, geographically dispersed subject-matter experts, heavy dependence on costly external contractors, and resistance to outsourcing. Hexaware was engaged to deliver Airline Check-in Application Managed Services to stabilize operations and transition production, maintenance and development support to a managed services model.

Hexaware implemented SLA-driven managed services via an offshore/onsite model providing 24x7 production support, maintenance, enhancements and migration support, and enabled check-in across web, kiosk and mobile channels while ensuring IATA compliance. As a result Hexaware delivered measurable impact: ~20% reduction in maintenance costs, a 200% increase in SLA-driven support window, improved system stability (from 85% to 99%), near‑100% SLA fulfillment, faster time-to-market for new functionality, and strong customer satisfaction.