ABSTRACT
This chapter describes how ICT is used by airlines. It identifies the diversity and importance of ICT applications and shows how ICT systems have evolved in response to new technologies and changing commercial environments. The role of ICT in revenue management, corporate control and flight operations purposes is discussed. Particular attention is given to how airlines use social media and the relative benefits to airlines of engaging with customers online. The chapter documents the extent to which airlines rely on ICT and shows how airlines have both shaped the development of computer technology and, in turn, been shaped by its application. The chapter concludes by looking at likely future trends in airline ICT.
