AirAsia is a well-known airline brand. Tony Fernandes and Datuk Kamarudin are the
founders of Air Asia. They started this company in 1993. It was launched as a budget airline
in Malaysia. The company began its operations as "AirAsia Sdn Bhd" with just two planes
and focused on domestic routes in Malaysia, but now they are also operating international
flights (Budi, 2014).
Currently, AirAsia holds a few important IS, such as the crew management system, CRM,
and revenue management system (Business Bliss FZE, 2023). They’re in need of today’s
modern IT, which allows them to expand in terms of revenue and infrastructure.
Important Information systems of AirAsia
1. Crew management system
AirAsia uses a crew management system to overseas and organize its flight crew. By
implementing this system, they manage their crew resources and fulfil regulatory
requirements. Assigning duties, scheduling, and working an extra shift—all these
activities fall under the crew management system.
2. CRM
AirAsia's CRM system enables customer communication and customized marketing
strategies. The important parts of their CRM are customer data management and
personalized marketing. The customer support and services system help AirAsia
support customer queries and manage feedback and complaints (Redzuan, 2021). This
system also gives their customers a one-on-one experience when interacting with the
company.
3. Revenue Management Model
The revenue management system plays an important role for AirAsia. This system
determines ticket costs and increases income. The fares are based on analytics and
forecasting tools. The important parts of this revenue model are dynamic pricing and
demand forecasting.
