Case Study: Iraqi Airways achieves 24/7 global customer support and higher passenger satisfaction with SITA

Iraqi Airways - Customer Case Study

Iraqi Airways, a national carrier rebuilding after years of conflict, needed to modernize customer service and provide 24/7 support to improve passenger satisfaction and recover lost revenue. The airline partnered with SITA, building on an existing Horizon® Passenger Management & Distribution deployment, to address gaps in after-hours support, multilingual service and centralized reservations.

SITA delivered a cloud-based, outsourced multi-channel contact center (Flexible Contact Center) with IVR and call collection from 13 countries, 18 trained agents handling voice, email and chat, and integration into Iraqi Airways’ reservations, ticketing and departure control systems. The SITA solution established round‑the‑clock multilingual support, expanded indirect sales channels, reduced distribution and contact-center costs, and helped transform the contact center from an overhead into a revenue-generating operation as the airline scaled (passenger numbers rose to roughly 2.3 million by 2015).

Iraqi Airways

Abbas Hammoodi

E-Commerce & Systems Manager