iraq

Iraqi Airways, in collaboration with global IT provider SITA, has opened its new reservation contact centre in Amman, Jordan.

The airline will be able to manage its reservations across 13 countries through the centre, which will be operated by SITA.

Iraqi Airways CEO Osama Al Sadr said: "As we continue to expand our network across the globe, we needed a world-class reservation centre that could assist our passengers across our network 24/7.

"SITA was able to quickly provide us with a global presence with a fully-trained team.

"It also ensured that the centre was able to accommodate our future growth as our network and operation continues to expand."

The airline will also be able to meet growing passenger demand for multi-channel support through voice, email and chat.

With SITA’s Unified Communications portfolio, Iraqi Airways has been able to consolidate voice, data and audio into one platform.

The cloud-based infrastructure can safely and reliably connect the airline to its 13 destinations, which in turn can be connected to the central reservations centre.

"We needed a world-class reservation centre that could assist our passengers across our network 24/7."

SITA Middle East, India, and Africa president Hani El-Assaad said: "SITA’s global presence and infrastructure made it possible to quickly develop a reservation centre to support Iraqi Airways’ international network expansion."

SITA’s Horizon Passenger Management and Distribution system, which has been already implemented, allows Iraqi Airways to integrate the new centre with its ticketing, e-commerce, reservation, inventory and departure control systems.

The advanced graphical interface allows agents to quickly and easily make or change bookings.

The new reservation centre will be able to provide assistance to passengers in English, Arabic and Kurdish.


Image: Iraqi Airways’ new reservation contact centre will be operated by SITA. Photo: courtesy of SITA.