On behalf of the SABRE Group, HCII worked onsite with British Airways (BA) ( www.britishairways.com ) to define the functional requirements for their electronic commerce project. BA had already implemented and launched their online booking solution when they began work with HCII. They were already leading the airline industry in this effort. However BA realized that they needed a more flexible solution in order to satisfy the dynamic demands of their customers. HCII introduced BA to the tools used to build Travelocity which made it a flexible and dynamic system. HCII worked with BA’s marketing and technology people to design and define a completely new electronic commerce system that could respond to the needs of their customers and their marketing department. HCII’s solution was designed to interface with all of BA’s backend systems including their selling systems which their phone operators used to sell promotions and specials. The user interfaces included the world wide web, kiosks in their executive clubs, and sales systems for their phone operators. The HCII design enabled BA to use any number of selling channels that they chose to implement.