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FHWien der WKW and Austrian Airlines take off

July 18, 2022

The students of the Bachelor’s program in Digital Business completed an exciting practical project with Austrian Airlines.

How do we optimize our processes? How do we automate our daily processes? These are the questions many companies are currently asking themselves. So are airlines such as Austrian Airlines, which was hit particularly hard by the COVID-19 pandemic. Complaint management, which is confronted with a high number of inquiries due to flight cancellations caused by lockdowns and travel restrictions, is of particular importance in this context.

In the spirit of this optimization idea, FHWien der WKW started a practical project in cooperation with Austrian Airlines with the aim of determining the optimization potential of the customer claim process at Austrian Airlines. The students’ unbiased and differentiated view of the processes in particular brought a breath of fresh air and new ideas to the project. Christopher Graves, Digital Transformation Expert, then Senior Project & Process Manager at Austrian Airlines, reports: “It was really a great enrichment for us to once again have a critical view of our processes from the outside and to have received such valuable input.”

To mark the successful conclusion of the project, the students from our Bachelor’s program in Digital Business went on an unforgettable excursion to Vienna Airport and took a deep look behind the scenes of airline operations.