Case Study: Virgin Atlantic Airways achieves streamlined incident reporting and proactive risk assessment with Intelex

Leading Airline Optimizes Incident Reporting and Risk Assessment with Intelex

Virgin Atlantic, a leading long‑haul airline with more than 9,000 employees and a modern fleet, needed to replace multiple, disparate incident reporting processes with a single web‑based Incident Reporting Management and Analysis (IRMA) system. The airline required a configurable solution that provided a single view of each incident, linked reports to live flight and employee data, let departments capture varied incident types and group related reports under one event, and supported evidence capture, action assignments, security, attachments, alerts and advanced reporting.

Following a formal RFI/RFP, Virgin chose Intelex’s 100% web‑based platform and deployed modules for incident reporting, Safety Hazards & Risks (including a Risk Matrix to compare estimated vs. actual risk), audit management, document control, training and iForms. The implementation created a unified database with real‑time links to flights and staff, improved follow‑up and overdue‑response tracking, increased transparency and accuracy in risk assessment, and delivered a smooth rollout with high user satisfaction.

Virgin Atlantic Airways

Ruth Carpenter

Project Manager, IT, Virgin Atlantic Airways Ltd.