Abstract
The airline industry is, once, one of the most highly regulated industries in Canada. Initially a government owned company, Air Canada has enjoyed the monopoly and protection of the country’s legislation. However, the increased pressure to improve the country’s airline industry led to its privatization. In the modern era, the need to be more competitive has been more pressing than before as Canada’s airline industry became open for competition. In a bid to improve the company’s business processes and customer experience, in 2011, Air Canada employed IBM’s expertise in providing computing systems. This partnership ...