Case Study: American Airlines improves incident response and IT resilience with xMatters

American Airlines reduces mean time to restore by up to 70% with xMatters

American Airlines, a major global airline, faced the challenge of preventing IT incidents from disrupting operations and harming customer experience, following a high-profile failure at a competitor. They needed an automated incident management solution that could seamlessly integrate with their existing IT service management hub, Cherwell, and quickly notify both technical teams and business leadership. The vendor xMatters provided their IT event management and service reliability platform to address this.

The solution from xMatters featured low-code integrations with Cherwell, Slack, and Moogsoft, creating automated, repeatable notification workflows. This replaced manual processes and embedded critical incident data directly into alerts. As a result, American Airlines reduced mean time to acknowledge IT situations, improved staff productivity, and enhanced enterprise communication. The xMatters implementation helped centralize response and maintain the airline's service reliability and brand reputation.

American Airlines