For the past 55 years, Pakistan International Airlines has been setting milestones in the Global Aviation industry and has been a pioneer in bringing technological advancements in all departments. PIA’s Information and Communication Technology Department invited the blogger community of Karachi to share the technology journey of the country’s national carrier and its future plans.
The Chief information Officer PIA, Mr. Azhar Nawaz briefed the audience about the implementation strategies of technology in an airline business and how PIA has been able to adapt and incorporate those changes with time. This includes digitalizing and enhancing the travel experience with online check-in facility, aligning with international standards of single ID for all travel documents, online content streaming, user friendly website with booking and e-pay facilities and a Passenger Application for Apple and Android mobile phones.
Mr. Azhar also emphasized on enhancing the travel experience for the staff members on board by introducing an official app that has replaced the ancient strategy of keeping paper logs to be maintained by the aircraft crew members. The app is back-linked with the system that can be accessed by on ground staff as well. It’s an achievement that all PIA’s cockpits are paperless now and all processes and documentation has been digitized.
The most interesting facts came out from the social media analytics of PIA’s official accounts shared by Mr. Azhar. The response time for the queries coming through social media has been reduced to 15 minutes from the standard 2 hours response time. Also the positive social media engagement has been working magically to improve the overall Digital sentiment for PIA. Not only that, the concerns raised online for ground or aircraft support have been addresses in timely manner.
PIA’s Official Spokesperson, Mr Tajwar encouraged bloggers to share the journey of Digitization of PIA with their readers and join the airline in its journey towards improvement.