The global airline industry has become extremely competitive putting significant pressure on pricing and yield. The volatility of fuel prices and recessionary pressures on tourism spend are further affecting profitability. As a result, reducing operational costs and improving efficiencies while enhancing customer satisfaction is a key imperative for airline survival. In 2006, BWIA the state-owned national airline of Trinidad and Tobago was facing a financial crisis which mandated closure of the old airline and a launch of a new airline (Caribbean Airlines / CAL). Caribbean Airlines started on January 1, 2007 with the challenge of overhauling a number of legacy processes and systems. This overhaul was necessary in order to restore investor and customer confidence. One of the

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