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MALAYSIA AIRLINES
En route to being the world’s ‘Five Star Value Carrier’

Case Study

Specialists in air transport communications and IT solutions

Malaysia Airlines
SITA’s technology know-how and travel expertise has helped a major Asian carrier achieve a remarkable business turnaround and is now helping to drive Malaysia Airlines’ ongoing business well-being.
Malaysia Airlines
Malaysia’s national carrier, with a history stretching back over sixty years, has won more than 100 awards in the past decade alone, including ‘Best Airline to Asia’ in 20061 and ‘World’s Best Cabin Crew’ in 20072. It also remains one of only six carriers globally to be accredited as a ‘five-star airline’3. Through a radical programme of business transformation, Malaysia Airlines went from record losses in 2005 to record profits in 2007, and was recently awarded the 2008 ‘Phoenix Award’ by Air Transport World magazine – having already won the Centre of Asia Pacific Aviation’s ‘Airline Turnaround of the Year’ award in 2006. As one of Asia’s largest carriers, Malaysia Airlines carried more than 14 million passengers to over 100 destinations across six continents in 2007. and would be its preferred partner in providing the PSS solution. “We were looking for more than just a vendor providing a new technical solution,” says Malaysia Airlines’ Managing Director and CEO, Idris Jala. “We wanted a good technical solution like SITA Horizon, naturally, but we also wanted the business knowledge and expertise to make the best use of that system, and that’s why we chose SITA.” A critical success factor was the ability to integrate all five work streams with other existing systems in place throughout Malaysia Airlines.

SITA’s solution
In a first for the region, and with a contract worth more than US$ 80 million over a ten-year period, SITA has been undertaking a comprehensive overhaul of Malaysia Airlines’ existing passenger applications and services, covering the five work streams –...