Lufthansa, the largest airline in Europe, has announced a five-year services contract with Dell, to provide maintenance and support for the German company’s front-end ticketing and reservations booking system.
The airline hopes that outsourcing this work will mean that any issues with the booking system are resolved quickly, while also delivering “significant” cost savings.
Volker Machulski, senior IT development manager for direct sales at Lufthansa, said: “We were looking for an external partner who could take over the support and programming tasks so we can focus on our core business.
“We have an elaborate booking system which supports many applications and different functions. We chose Dell because we need a reliable service provider who understands not only the software, but also the travel and transportation business.”
Each year, due to changes such as the introduction of new regulations, Lufthansa introduces four to five new software updates, which each comprise an average of 60 to 80 modifications to the booking system. These changes are then mapped to the front-end of the ticketing and reservation tool.
Dell Services’ remit will be to provide maintenance and development services for the booking system’s front-end, from an offshore competence centre that specialises in travel and from on-site experts.
This means that “Lufthansa’s project manager can work directly with Dell Services’ developers to respond to customers’ needs without delay,” Dell said.
In 2012, Lufthansa Systems, a subsidiary of Lufthansa Group, signed a global service agreement with Fujitsu for the latter company to provide repair and maintenance services for the IT workplace model, deskBase, which is implemented in the airline group.