Case Study: IAG Loyalty achieves sustainable growth and faster incident resolution with PagerDuty

PagerDuty Enables Sustainable Growth for IAG Loyalty

IAG Loyalty, part of International Airlines Group, needed a scalable way to support rapid product growth without linearly increasing operational complexity or costs. Before working with PagerDuty, the team faced slow incident detection and resolution, inefficient triage, and siloed communication that delayed response to customer-impacting issues.

PagerDuty implemented a unified digital operations platform for IAG Loyalty, starting with incident management and then expanding to PagerDuty AIOps, automation with Terraform, and Private Status Pages for leadership visibility. As a result, IAG Loyalty reduced alert noise by up to 70%, sped up onboarding and issue resolution, improved collaboration across teams, and created a more automated operating model that helps the business deliver value faster.

IAG Loyalty

Colin Lewis

Head of Core Engineering