Case Study: Skyscanner regains confidence in incident response with incident.io

How incident.io helped Skyscanner regain confidence in its incident response processes

Skyscanner, a well-known B2C travel booking company, needed a better way to manage a growing mix of internal and customer-facing incidents. Their existing Jira and Slack-based process was useful to a point, but it lacked the flexibility, automation, and clear communication workflows they needed as they scaled, especially for incidents affecting teams beyond engineering.

By adopting **incident.io**, Skyscanner modernized its incident response with intuitive, automated workflows, separate communication channels for different incident types, and a platform that teams across the organization could use confidently. The result was clearer communication, better organization, broader adoption beyond technical teams, and more efficient incident handling with reduced downtime, while incident.io’s responsive team quickly delivered requested integrations and features.

Skyscanner

John Paris

Principal Engineer