Aviation Outsourcing

Last updated: November 11, 2026

Aviation outsourcing means that airlines, ground handling companies, airports, MRO organisations, flight schools, cargo operators and travel companies hand over defined support work to an external team: passenger and agency support, disruption handling, back-office and revenue accounting support, technical records data entry, crew and roster administration support, IT operations and NOC monitoring, cyber security, and software development. Aviation is a regulated, 7/24 business, and safety-critical decisions must stay with approved personnel. Outsourcing works when the boundary between support and approved activity is clear.

360 Soft provides teams from Istanbul, one of the world’s major aviation hubs. Teams work remotely, on site at airports and offices, or in a hybrid model. This page explains who uses aviation outsourcing and why, which work is suitable, how SHGM, EASA and Part-145 rules shape it, engagement models, SLAs and pricing factors.

Who needs aviation outsourcing, and why

Seasonal peaks: summer schedules and holiday periods multiply passenger contacts and disruptions.
Disruption spikes: weather, strikes or technical issues create sudden waves of rebooking and compensation requests.
Regulatory documentation: technical records, training records and compliance evidence must be complete and traceable.
Digital transformation: booking, departure control, crew and maintenance systems need integration and support.
Cyber security: EASA Part-IS and NIS2 increase expectations for information security management.

Work suitable for outsourcing in aviation

Area	Typical tasks	Roles
Passenger and agency support	Bookings, changes, refunds, baggage enquiries, agency helpdesk	Multilingual support agents
Disruption and claims	Rebooking support, EU261 and SHY-YOLCU claim pre-processing	Claims processing specialists
Back office	Revenue accounting support, invoice checks, ticket audit	Finance back-office specialists
Technical records	Data entry and digitisation of maintenance records under your CAMO or Part-145 control	Technical records assistants
Crew and training administration	Training record upkeep, document expiry tracking, roster data support	Administration specialists
IT and operations	NOC monitoring, service desk, DevOps, integration of airline systems	NOC operators, developers, DevOps engineers
Security	SOC monitoring, vulnerability management	SOC analysts

Technology and system scope

Our teams work in your environment: passenger service and reservation systems (such as Amadeus, Sabre or Navitaire), departure control systems, CRM and contact centre tools, maintenance information systems (such as AMOS or TRAX), crew management tools, ERP and finance systems, and monitoring platforms. Software development covers web and mobile booking channels, internal tools, integrations and dashboards.

Regulation and standards: SHGM, EASA and Part-145

In Turkey, civil aviation is supervised by the Directorate General of Civil Aviation (SHGM), whose rules follow EASA. Airlines hold an AOC, maintenance organisations are approved under Part-145, continuing airworthiness is managed under Part-CAMO, and ground handling follows SHGM rules and IATA standards such as ISAGO and AHM. Passenger rights are governed by the SHY-YOLCU regulation in Turkey and EU Regulation 261/2004 for EU flights. EASA Part-IS sets information security requirements, and IATA IOSA covers airline operational safety.

360 Soft is not a Part-145 or CAMO organisation, and our teams do not certify maintenance, sign release documents or take operational decisions. We perform support tasks under your approved organisation’s procedures and oversight, so outsourcing does not change your approvals as long as it is covered in your exposition and contractor control procedures. Local rules in your country also apply.

Engagement models: remote, on-site, hybrid

Model	How it works	Best for
Remote dedicated team	Named team works from our Istanbul office under your procedures	Passenger support, claims, back office, records
Managed service with SLA	We own an outcome, such as response time or monitoring coverage	7/24 support, NOC and SOC monitoring
On-site	Team members work at your airport, hangar or office	Records digitisation, IT support, projects
Seasonal capacity	Team size follows your flight schedule	Summer peaks, holiday periods

Process: from needs analysis to stable operation

Needs analysis: volumes, channels, systems, languages and regulatory boundaries are defined.
Contract: scope, KPIs, escalation and responsibilities (including what stays with approved staff) are agreed.
Recruitment and training (typical start 1–2 weeks): system access, procedures and training records are prepared.
Handover (2–6 weeks): supervised work until quality targets are met.
Stable operation: 7/24 shifts where needed, monthly KPI reviews and seasonal planning.

SLA and KPI examples

KPI	What it measures	Example target type
First response time	Passenger or agency enquiry answered	Minutes or hours, by channel
Claim pre-processing time	Claim checked and prepared for decision	Days, per your policy
Records accuracy	Entries passing your quality review	Percentage agreed in SLA
Incident detection time	Monitoring alert to escalation	Minutes
Service availability	Coverage of agreed hours, including nights	Percentage of scheduled hours
Customer satisfaction	Post-contact survey results	Score agreed with you

Pricing: what it depends on

We quote per scope. Typical models are a monthly fee per FTE, a managed-service fee by volume and SLA, seasonal capacity, or a fixed project price for software or digitisation work.

Factor	Effect on cost
Coverage	7/24 and holiday coverage need more staff
Languages	Multilingual passenger support needs specific profiles
System training	Reservation and maintenance systems require training time
On-site presence	Airport access passes and travel add cost
Seasonality	Flexible capacity requires backup staff

In-house staff, freelancers or outsourcing compared

Criterion	In-house	Freelancer	Outsourcing (360 Soft)
7/24 coverage	Costly	Not practical	Shift planning included
Seasonal scaling	Hard	Limited	From 1 to 200+ people
Procedure discipline	Full control	Hard to evidence	Trained and recorded
Continuity	Depends on retention	Low	Replacement process included

Risks and how they are managed

Crossing into approved activity: a written boundary states that certification and operational decisions stay with your approved staff.
Disruption waves: surge plans and cross-trained backup staff.
Data errors in records: double checks and sampling by your quality team.
Passenger data exposure: role-based access, logging and data minimisation.
System outages: escalation paths agreed with your IT and operations control.

Data security, GDPR, KVKK, NDA and IP

Passenger name records, passport data and payment information are sensitive. We access them only through your systems, under role-based rights, with logging; payment card data is handled according to your PCI DSS controls. Each team member signs confidentiality undertakings.

Contract and legal note

We work under a B2B service agreement that defines scope, service levels, deliverables and acceptance. It comes with a mutual NDA and a clause that assigns intellectual property in all work products (documents, data sets, code, designs) to you. Where our team processes personal data on your behalf, we sign a GDPR data processing agreement (DPA) with the EU Standard Contractual Clauses, or the UK IDTA/Addendum for UK data; our own processing in Turkey follows KVKK (Law No. 6698). Information security requirements under EASA Part-IS or NIS2 can be added as an annex.

360 Soft employs its team members under Turkish labour law and remains responsible for their payroll, social security and supervision. The engagement is a service, not the hiring-out of workers: you define the outcomes and priorities, and we manage the people. Local rules in your country, such as worker classification or agency-work rules, should be checked with your own legal adviser before signing.

Illustrative scenario: season preparation at a regional airline

Illustrative scenario. This is not a client case; it shows how such an engagement could be set up. A regional airline adds summer routes to Europe and the Middle East. Contacts from passengers and agencies are expected to grow sharply between June and September, and compensation claims follow every disruption. Before the season, a remote support team is trained on the airline’s reservation system, fare rules and service scripts in Turkish, English, German and Arabic. A separate claims desk pre-checks EU261 and SHY-YOLCU claims against flight data and prepares them for the airline’s decision. Night shifts cover delayed late flights. After the season, the support team is reduced to its core and the claims desk continues until the backlog is cleared.

Supplier selection checklist

Does the supplier understand the line between support and approved activity?
Can it work in your reservation, departure control and maintenance systems?
Can it provide 7/24 and seasonal coverage?
Are multilingual agents available for your markets?
How is passenger data protected?
Are KPIs, escalation and reporting defined in the contract?
Are NDA, IP assignment and a GDPR DPA included?
Is there a replacement and backup process?

Frequently asked questions

Which aviation work can be outsourced?

Passenger and agency support, disruption and claims pre-processing, back office, technical records data entry, crew and training administration, IT and NOC operations, SOC monitoring and software development.

Does outsourcing affect our SHGM or EASA approval?

Not if the work is support work covered by your contractor control procedures; approved activities and decisions stay with your organisation.

Is 360 Soft a Part-145 maintenance organisation?

No. We provide support services such as records digitisation and IT; we do not perform or certify maintenance.

Can the team work on site at the airport?

Yes, subject to airport access rules and security vetting.

How is 7/24 service organised?

Through shift plans, backup staff and an agreed escalation matrix.

Can the team grow for seasonal peaks?

Yes. Seasonal capacity is planned ahead and trained before the peak.

How is passenger data protected?

Through role-based access to your systems, logging, NDA and a GDPR DPA.

Who owns the IP of software you develop?

You do. IP in all deliverables is assigned to you under the contract.

How is pricing set?

By FTE per month, by managed-service volume and SLA, by seasonal capacity, or as a fixed project price.

How long does it take to start?

A typical start is within 1–2 weeks, followed by a supervised handover.

Under which contract model does this service work?

A B2B service agreement with NDA, IP assignment and, where personal data is involved, a GDPR DPA with SCCs.

Contact us

Tell us about your network, seasons and support needs, and we will propose a team and a model. Call or WhatsApp us on +90 850 335 10 87, write to info@360-soft.com, message us directly on WhatsApp, or use the form on our contact page. 360 Soft Marketing Yazılım ve Danışmanlık Ltd. Şti., Nidakule Ataşehir Batı, Barbaros Mah. Begonya Sk. No:1 D:2, 34746 Ataşehir/İstanbul.

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