Case Study: Icelandair achieves 85% automated ticket processing and 30 FTE annual savings with Software AG (webMethods)

Reaping the benefits of improved efficiency with the webMethods product Suite

Icelandair, a major international carrier, faced a growing problem: rapid online ticket sales were not delivering expected cost or staffing efficiencies because each web sale created up to 11 minutes of additional back‑office administrative work. The airline needed to reduce the cost and manual effort of issuing tickets and standardize processes across its global sales offices.

Using the webMethods product suite, implemented with local partner Kögun, Icelandair built a fully automated e‑ticketing system that integrated internal and external systems (including AMADEUS). The pilot was delivered in under three man‑months and rolled out regionally; today over 85% of tickets are processed by the system, saving the airline 30 full‑time equivalents annually, expanding to all booking channels, enabling e‑invoicing, and improving process standardization, IT reuse and staff flexibility.

Icelandair

Hjortur Thorgilsson

Chief Information Officer