US Airways: An NCR Case Study

 

The customer

In 1939, All-American Airways began airmail service to Western Pennsylvania and the Ohio Valley region. Fast forward 60 years later, the small airline once operating a single-engine aircraft is now one of the world’s largest commercial carriers. Today, US Airways along with US Airways Shuttle and US Airways Express serves approximately 78 million passengers annually and operates over 3,000 daily flights. US Airways employs more than 31,000 aviation professionals worldwide with hubs in Charlotte, NC, Philadelphia, PA and Phoenix, AZ with a focus city at Ronald Reagan Washington National Airport.

The challenge

With passenger wait times and fuel costs reaching an alltime high, US Airways recognized the need to streamline operational processes, while also improving the passenger check-in procedure both within and outside of the airports in which it operates. Additionally, the airline explored how it could further differentiate itself and strengthen customer loyalty by providing its passengers with a more consistent and convenient check-in experience.


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