DIGITAL TECHNOLOGY IN AIRLINE OPERATIONS

Special Issue - Innovative Commerce: Bridging Business and Computer Applications (ICBBCA-2026) |PG Department of Commerce with Computer Applications, Mannar Thirumalai Naicker College, Madurai – March 2026| International Journal of Computer Science (IJCS) Published by SK Research Group of Companies (SKRGC)

Abstract

Airways and air services encompass scheduled, chartered, passenger, and cargo transportation provided by airlines. These services are regulated by governmental aviation authorities to ensure safety, efficiency, and route viability. Airline services include various operational components such as ticketing, ground services, in-flight services, catering, and aircraft maintenance. Airlines generally operate under two main business models: full-service carriers and low-cost carriers. In recent years, digitalization has transformed many industries and has become a major driver of economic growth. The airline industry has actively adopted digital innovations due to its complex cost structure, strong dependence on safety and security systems, and high level of market competition. Digital technologies help airlines improve operational efficiency, enhance customer experience, and increase financial performance. Therefore, this paper investigates passengers’ experiences with current and emerging digital infrastructures used at different stages of air travel. A survey questionnaire was employed to collect primary data from passengers. The methodology combines both qualitative and quantitative approaches to analyze the survey results. Furthermore, the study examines how passengers are influenced by digital services based on different indicators such as age groups and annual flight frequency. Based on the evaluation provided by survey respondents, the study identifies key challenges in the airline digitalization process and provides relevant suggestions for improving digital services in the airline industry.

References

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Keywords

Airline Digitalization, Passenger Experience, Digital Infrastructure, Air Services, Passenger Transportation, In-flight & Ground Operations.