Case Study: Virgin Atlantic speeds custom app delivery and boosts customer service with Microsoft Power BI

Virgin Atlantic - Customer Case Study

Virgin Atlantic, the UK-based airline serving about 5 million passengers a year with nearly 10,000 employees, needed to give its highly mobile workforce fast access to customer and operational data to improve service and employee engagement. Working with Microsoft Power BI (and using the Microsoft stack including Power Apps, Dynamics 365 Customer Service, Power Automate, SharePoint Online and Office 365), the airline set out to replace paper processes and long development cycles with lightweight, mobile apps that surface the right information at the point of service.

Using Microsoft Power BI alongside Power Apps and Dynamics 365, Virgin Atlantic quickly built customer-facing and back-office apps—simple apps in an hour or two and more complex ones in two to three weeks—such as a Clubhouse Spa app that logs treatments into Dynamics 365 and an engineering compliance app that replaced paper audits and includes a Power BI dashboard. The results: faster app delivery, automated audit notifications and daily summaries, reduced third‑party costs, improved employee productivity and engagement, and a more personalized customer experience (for example enabling frequent-flyer miles to be used for spa treatments).

Virgin Atlantic

Manuela Pichler

Business Systems Development Manager