Singapore — Scoot, the low-cost subsidiary of Singapore Airlines, has adopted OutSystems–a low-code development platform that supports organisations in building and maintaining business applications–to modernise its flight disruption management system and improve operational efficiency.
The airline developed a Virtual Operations Command Center (vOCC) application that consolidates its communication systems, enabling more coordinated responses during flight delays and other disruptions.
Previously, Scoot’s operations relied on fragmented, text-based group chats that distributed more than 600 notifications daily across teams. This manual approach often delays the flow of critical information, affecting decision-making and customer communication.
Jaya Balaji MV, vice president information technology of Scoot explained how, as a digital-first airline, modern technology is essential in enhancing customer satisfaction while maintaining costs efficiently.
“By transforming our operations centre—the ‘nerve centre’ of the airline—with data and AI-driven insights, we have strengthened real-time decision-making, improved cross-team collaboration, and accelerated our response during disruptions such as flight delays or cancellations,” Jaya said.
The system connects directly with Scoot’s vOOC to provide real-time updates to various departments and links with downstream commercial applications to deliver timely notifications to passengers through email and text.
According to the airline, the adoption of the platform has improved data visibility by 90% and cut manual processing time by more than 60%. Teams are also able to track disruption metrics more effectively, including flight retiming and passenger connections.
Leonard Tan, regional director, Singapore, Malaysia, Brunei, and Greater China Region at OutSystems mentioned how the combined technologies of low-code and AI are actively reshaping the way industries function at their core, shaping operational optimisation and efficiency.
“Collaborating with Scoot has been a privilege—we are proud to power their vision for smarter, more connected travel while setting new standards for service excellence in aviation,” Leonard stated.
Scoot plans to further expand the vOCC’s capabilities by integrating AI features through the OutSystems platform, aimed at enabling automated and personalised communication with passengers.
