OutSystems Revolutionizes Scoot’s Disruption Management to Enhance Passenger Experience

Using AI-powered low-code, Scoot more than doubles the development speed of its internal communications application, enhancing operational response time during flight disruptions

SINGAPORE, Aug. 19, 2025 /PRNewswire/ -- Scoot, the low-cost subsidiary of Singapore Airlines (SIA), has selected OutSystems, a leading AI-powered low-code development platform, to modernise its flight disruption management capabilities and boost operational efficiency. Leveraging AI-powered low-code, Scoot now unifies its various communications systems onto a centralised platform for flight operations management, facilitating effective cross-department coordination and better decision-making during flight disruptions.

In the commercial aviation business, quick and precise communication is critical for retaining consumer trust and providing a seamless travel experience, especially during unforeseen situations. Recognizing this, Scoot saw a significant need to modernize its flight disruption management system, which was primarily reliant on fragmented, text-based group conversations that manually disseminated over 600 messages to various departments each day. This manual approach, however, greatly hampered operational efficiency because critical flight status updates could take some time to reach the necessary stakeholders, delaying decision-making and affecting consumer satisfaction.

Scoot built the Virtual Operations Command Center (vOCC) application at more than twice the speed of traditional development by reducing development time from eight months to two and a half months using OutSystems. The application connects numerous internal communication systems to coordinate notifications and remove communication bottlenecks among stakeholders during operational disruptions, including:

Scoot's implementation of OutSystems has resulted in remarkable achievements, including a 90% increase in data visibility across all stakeholders and a savings of over 60% in manual processing time. Furthermore, teams can also track measurable disruption metrics such as flight rescheduling and the number of connecting passengers, enabling greater data-driven operational efficiency improvements.

Mr Jaya Balaji MV, Vice President of Information Technology of Scoot, said, "As a digital-first airline, we believe modern technology is essential to enhancing customer satisfaction while maintaining cost efficiency. At Scoot, we believe that digital innovation is critical to unlocking this potential, and our vOCC application reflects that. We have reinforced real-time decision-making, improved cross-team cooperation, and sped our response to disruptions like as aircraft delays or cancellations by upgrading our operations control center — the airline's 'nerve centre' — with data and AI-driven insights."

He went on to say, "Few businesses require agility and adaptability like commercial aviation, where the ability to respond and pivot swiftly, particularly during unexpected occurrences, can make all the difference in sustaining service continuity and customer trust. In this high-stakes setting, unambiguous, real-time communication for information exchange and cooperation is not only beneficial; it is required. Scoot's adoption of AI-powered low-code demonstrates the company's commitment to reaching these high standards with speed, precision, and innovation. Our collaboration with OutSystems has greatly accelerated the implementation of a critical communication solution, resulting in more efficient resource allocation and operational excellence, eventually improving the customer experience."

"Today, the influence of low-code and AI extends beyond operational optimisation and efficiency; these coupled technologies are actively transforming the fundamental way industries run. Scoot's breakthrough in developing its first disruption-handling mobile app, as well as the clear business results it achieved, demonstrate how AI-powered low-code is a true game changer for building mission-critical solutions that fuel resilience and strategic advantage in a rapidly changing business landscape. Collaborating with Scoot has been a delight, and we are proud to support their goal for smarter, more connected travel while setting new benchmarks for aviation service quality," said Leonard Tan, OutSystems Regional Director for Singapore, Malaysia, Brunei, and Greater China.

Scoot plans to improve its vOCC application in the future by integrating AI capabilities through OutSystems Mentor, allowing for automatic, personalized interactions with passengers. These changes will reinforce Scott's commitment to providing dependable, high-quality services and improving customers' travel experiences.

About OutSystems
OutSystems is a top AI-powered low-code development platform that gives IT leaders a better approach to building the software that matters most. The OutSystems platform simplifies and automates the whole software lifecycle, assisting businesses in developing, deploying, and maintaining mission-critical applications. OutSystems enables enterprises to use generative AI to develop software instantly, adapt faster to changing requirements, and eliminate technological debt by building on a future-proof platform. OutSystems helps businesses achieve their business goals by addressing important strategic issues, and it provides production software up to ten times faster than traditional development. Global businesses rely on OutSystems to tackle impossible tasks and turn great ideas into software that propels their business, people, and the globe forward. Founded in 2001, the company's network includes over 850,000 community members, 500 partners, and active customers in 75+ countries and 20+ industries.