Information technology strategy responses to Covid-19 pandemic: case study e-service in air transport

Abstract

The COVID-19 pandemic has affected the Airline Industry in many aspects. This has brought changes in many aspects of the lives both as service providers and service receivers in the air transport. Social distancing and other restrictions have significantly impacted the stakeholders in the airlines industry. In addition, several airlines faced more challenges after the reopening of the services and operations since adaptation of the new standards and procedures have set the limitations. Therefore, organizational planning and managing crisis are relevant. This research aimed to discuss relevant information in relations to e-service which could support the management levels to contribute to the crisis management strategic planning. The author adopted qualitative analysis by applying the in-depth interview. This research investigated how two airlines in Thailand had managed the disruptions and other disturbance caused by the COVID-19 pandemic. The respondents in the study were 8 managers working in two different airlines in Suvarnabhumi airport. This was conducted in April- May 2022 to study the relevant information in relations to the effectiveness of the strategy. The management in the Airline industry will benefit from this set of information and be able to help organizations in air transport to respond to current situations.