Case Study: LAN Airlines achieves 7x increase in monthly incident response capacity with SysAid

LAN Airlines - Customer Case Study

LAN Airlines’ avionics team manages airworthiness for 280 aircraft across 115 destinations and supports headquarters plus five regional subsidiaries. Facing a rapidly growing volume of engineering incidents from internal clients, the group needed a scalable incident-management solution to control submissions, measure performance, and route requests appropriately.

Implementing SysAid allowed LAN to expand incident management across Maintenance Operation Control, Quality, and five subsidiaries (Colombia, Argentina, Brazil, Peru, Ecuador), support 3,000 end users via self-service and email, and use a knowledge base to reduce ticket load. With configurable escalation and routing rules, incident tracking, and native-language support, LAN now handles seven times the monthly incident volume and delivers faster, better service to internal and external customers.

LAN Airlines

Enrique Gatica A.

Avionics Group Leader