CITW Group Assignment

Work Load
Name and TP number
Indraneel Dutta

Parts and Responsibility

Abstract, Introduction, Advantages,
Disadvantages

TP 032724

Individual part- Ethical and Legal Issues

Pyo Wai Lian Hla Khin

Current Scenario, Functionality, Impact of the

technology

TP 028536

Individual part- Internet Application

Conclusion, Recommendations
Choo Chee Hong
Individual part- Real Time Systems
TP 029156

Indraneel Dutta:

Pyo Wai Lian:

Choo Chee Hong:

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Abstract
This report is aimed to discuss the topics learnt in computer and IT in workplace. The following
report will research and discuss on Malaysia Airlines online ticketing system or e-Ticketing
system, also to find information about the system that lead the organization to success.
This report contains information about the Malaysia Airlines e-Ticketing system and current
functionality, processes, advantage, and disadvantage, and the impact of the technology, the
recommendations that we suggest for this organization, and also the similarities and differences
with the topics that we have learnt in our module. This report is referenced according to the
Harvard Referencing system.

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Table of Contents
1) Introduction-----------------------------------------------------------------------------------Page 3
2) The Current Scenario------------------------------------------------------------------------Page 4
3) Functionality----------------------------------------------------------------------------------Page 5
3.1) Visiting the Website----------------------------------------------------------------------Page 5
3.2) Scheduling and Checking flights-------------------------------------------------------Page 6
3.3) Booking and purchasing------------------------------------------------------------------Page 7
3.3.1) Search--------------------------------------------------------------------------------Page 8
3.3.2) Selection-----------------------------------------------------------------------------Page 9
3.3.3) Summary----------------------------------------------------------------------------Page 10
3.3.4) Travellers----------------------------------------------------------------------------Page 12
3.3.5) Payment------------------------------------------------------------------------------Page 13
3.3.6) Confirmation------------------------------------------------------------------------Page 14
4) Advantages-------------------------------------------------------------------------------------Page 16
5) Disadvantages----------------------------------------------------------------------------------Page 16
6) Impact of the Technology---------------------------------------------------------------------Page 17
7) Recommendations -----------------------------------------------------------------------------Page 19
8) Conclusion--------------------------------------------------------------------------------------Page 20
9) Real Time systems----------------------------------------------------------------------------Page 21
9) Ethical and Legal issues-----------------------------------------------------------------------Page 24
10) Internet Application----------------------------------------------------------------------------Page 27

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1) Introduction
Malaysia Airlines is one the leading airlines in the world operating from its home base Kuala
Lumpur, Malaysia. Malaysia Airlines operated flights in whole of Asia except the Russian part. It
operates over 60 destinations worldwide. It has strong presence in the Southeast Asia. Founded
in 1972, its fleet has now 101 operating aircrafts and 24 more orders have been placed. It also
one of the most preferred airlines for people traveling in Southeast Asia.
(Malaysia Airlines, 2013)
The information discussed in this following report is about the e-Ticketing system of Malaysia
airlines. This system is a result of effort of the company to provide an easy and superlative
facility to the customers to travel at best fares. The e-Ticketing system provides and allows the
customer to search for the best air fares available for better saving according to their selected
origin and destinations and preferred date of travel. Most of the people travelling through
Malaysia Airlines prefer booking through this system as it is a better option and more laidback
way of finding the best fare suitable for oneself.

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2) The Current Scenario

In todays world, as the technology advances, it is important for the business to stick with todays
trend in technology, in this case, the online booking and e-ticketing system. This system plays an
important purpose in business.
If a person wants to know which flight is available for this week or buy a ticket, in a usual case,
he might have to call or visit the airlines, and then, enquire about the information. During the
process, he will have to call a couple of times due to issues in connectivity such as line being
busy, or even, painstakingly, queuing up to enquire. But this system completely rules out this
process, instead, the customer could go online and search for the availability of the flight, and
even book and buy the ticket. This system acts as a middle ground between the customers and
the airlines. It attracts a lot of customers for its convenience.
Back in the days, the normal traditional ticket requires a lot of attention, it could be a big
problem if you lost it in any way. The E-tickets come to the aid to remove this problem. The Eticket is emailed to the customers, which the person could print out the ticket and if lost, can
reprint the ticket. Moreover, this also solves the scenario where the customers could avoid the
cost and time for the delivery.
The organizations has cut down a lot of employees which are needed to deal with customers and
also reduced the delivery services. This results in reduced business expenditures each year.
Moreover, an unlimited number of people could access the site at a time, meaning more
efficiency in selling the tickets. Moreover, this system removes some errors the sellers might
make, such as pricing and departure time.
With all these points, it could be known that the online system in the airlines has become one of
the important unavoidable factor in business effecting both the customers and the organization.

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3) Functionality
To purchase and book a ticket for Malaysian Airlines is easy.

3.1) Visiting the website

Figure 1. The first page of the Google search result of Malaysian airlines

Figure 2: Official website of Malaysian website at www.malaysiaairlines.com/my/en.html

3.2) Scheduling and checking flights

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You can click on the flight timetable to check the flights that are available. The customers can
then decide their wanted date for the flight.

Figure 3: Book and Plan Selection

The picture below displays the flight schedule available. The customers enter their desired data.

Figure 4: First page of the Flight Schedule

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Figure 5: Sample Result of the searched flight schedule

3.3) Booking And Purchasing Tickets

The Customers can take note of the flight time they wanted. Then they could head to book the
flight. There are a variety of booking methods offered by the Malaysian Airlines.
A person could book online, call the airlines and enquire the information or visit the ticketing
offices and then get the tickets themselves. There are also other ways that can be done via mobile
phones, such as the application or booking by phones, or if a person has an iPad, could use MH
kiosk. The picture shown below is a general booking site:

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Figure 6: The airlines can also be booked on mobile

Figure 7: The six steps of booking tickets.

3.3.1) Search:
The customers could go ahead and then choose the type of trip they want. Then they could
choose the country they want to depart from, and the arrival country. They then must choose the
type of class they wanted to travel on and the number and type of passengers. It is important to
choose whether they have a flexible travelling date or a specific must travel date. If the
customers have coupons, they could enter them while on this page.
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Figure 8: Searching the Flight

By clicking search, the users will be taken to the next step.

3.3.2) Selection:
Here, the customers could choose their desired date. Two price ranges are available for the flight,
The MH Smart and MH Flex. The difference between these two flights is that the MH Flex can
choose their seats in advance whereas the MH Smarts option is only available with a fee. The
MH Smart can change the departure date but for a price unlike the MH Flex which is only need
to give the price difference of the ticket they are changing.
Sometimes, there is an option of the MH Basic, but it depends on the route the customers are
taking. This type of ticket is the cheapest and it cannot be refunded or transferred. The departure
date cant be changed. This type of ticket should be choose if the traveller is sure of the departure
date, if by some means, he couldnt make it, the ticket would be unusable.

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Figure 9: Selecting the date and price of the flight

3.3.3) Summary:
The users can then head on to the summary page. In this step, the summary of the flight
information is given. The users should reconfirm and check the data here. They could also buy
health insurance if they want to. To proceed to the next step, two choices are given, whether to
continue as a member, that is if the customer is registered as to Malaysian Airlines or as a guest.

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Figure 10: Summary of the information of the chosen ticket

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3.3.4) Travellers:
In this step, the passengers should fill in their personal information.

Figure 11: Fields to enter the information of the passenger

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Figure 12: Continuation of the Fields to enter the information of the passenger

The user can then proceed to choose seats they desire or go directly to the next step, making
payment. Below displayed is a site where the customer can choose the seats.

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Figure 13: Choosing the flight seats

3.3.5) Payment:
The users are able to make payments here through different sources such as Maybank card or a
MasterCard.

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Figure 14: Making the payment of the air ticket

3.3.6) Confirmation:
By clicking confirm in this page, the users have already bought the ticket and the information of
the ticket will have being sent to their email address.

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4)

Advantages

People these days want things to be done easy and in comfort. To make this possible, Malaysia
Airlines has the internet booking system or e-Ticketing system that allows stress free booking for
travelers. Also, the airline has its perks for having this facility as it reduces a lot manual work.
Due to this facility available to the customers, booking can be done from anywhere and by
anyone. Some advantages of e-Ticketing are discussed below.
An e-ticket offers many advantages for both travelers and airlines, including security, flexibility,
cost and convenience. It allows a faster and more convenient way for the verification of ticket. It
allows saving to the customer because of its pay-as-you-go feature. If the tickets are lost, they
can be replaced as the data is already stored in the computer database. E-Ticketing allows
Mitigation of ticket forgery. It has the ability to create flexible fares and schemes. It saves a lot of
time by processing bookings and avoiding double handling of data.
Easy payments is also a biggest advantage of online booking as payments can be made directly
through credit cards and debit cards and the booking is confirmed immediately to the customer.
There is no need for any kind of deposits or cash for online type of booking. Online booking
system requires very less labor and physical work from the airline as it is entirely computerized.
This reduces the companys investment in human capital and makes more profit. And lastly it
helps attract more customers and generate more revenue.

5) Disadvantages
Along with solid benefits and advantages, e-Ticketing system can raise several problems. Some
disadvantages and problems are discussed below.

As online booking is new to the world, some people are not still familiar with this method.
This causes a huge chance of making a mistake. A simple mistake as writing the spelling of
your name wrong might cause authentication problems later. This is one the biggest

disadvantages of online booking.

The payment of the ticket booked online is made through credit card or debit card, which
follow certain payment gateways, which if not secured may cause loss of money. Any hacker

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can get through and steal money through unsecured payment gateways, also can gain access

to the personal details such as credit card numbers etc.

Also for booking a ticket online there are a few things which are needed compulsory like, an
Internet connection: this is the most basic need for going online, ticket cannot be booked
online if one cannot go online. Another basic need is credit card or debit card: to make an
online transaction a credit card or a debit card is mandatory.

6) Impact Of Technology
This piece of technology has revolutionized the way airlines work. The process is much faster
and efficient. But it has a lot of impact both on the organization, both positively and negatively.
This online booking and ticketing system has revolutionize the way an organization works. It has
become more effective. Usually, according to the number of customers enquiring information for
their flights, the organization has to employ sufficient number of people to deal with them.
Larger number of employees could lead to a larger number of expenditures. In addition to that,
the organization has to employ a driver to deliver the traditional tickets. But, thanks to this new
system, as most of the customers started rely on the online system, the organization could reduce
the number of employees, hence reducing the cost of expenditures and maximizing the profit. In
addition to that, the online system has made the business run 24 hours. The customers could log
onto the website and purchase the ticket at any time unlike the old days when the customer must
make it to the seller before 9 pm to purchase the ticket.
Looking at the dark side of this technology, it could be seen that most of the people who dont
know have much knowledge in using the internet, could be tricked by some sites into buying
fake tickets, thus reducing the image quality of the company.

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Recommendation/Proposals
In this assignment, I found out that Malaysia Airlines online booking and e-ticketing system can
do some improvements and provide better services.
One of the problems that occurred on their website is limited to one language only which is
English for most of the countries. It is understandable that English is the most common language
used in the world. However, not everyone from other countries can understand and read English
very well such as China and Japan. They might be using translator or dictionary to translate the
word that they are not familiar into their languages which will reduce the effectiveness of the
system. On the other hand, they also might misinterpret the meaning of some words on the
website which can cause serious issue. They can get confuse especially the transaction part. This
will greatly affect the reputation of the company as the customer is not satisfied with the system.
Therefore, more languages should be added on the website depending on the countries.
Moreover, page translation feature should also be available on the website.
Besides that, many unexpected incidents can happen during the online booking process due to
bad internet connection. One can lose their money if they had bad internet connection during the
payment process. This is because the server might have receive the details but users computer
unable to receive the feedback and therefore error message pop out in the system. Therefore, they
should change the system so that they claim the money from the customers only after they
delivered the feedback to the users computer to avoid any unnecessary conflict.

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Conclusion
From this assignment, we learned about the online booking and e-ticketing system of Malaysia
Airlines as well as other airlines too. We also knew how the system works and operates.
Moreover, we learned about teamwork while completing this assignment. We had done a lot of
research regarding online booking and e-ticketing system and finally able to finish it in time.
Besides that, we also realize the importance of information technology system to assist human in
workplace. It seems that the information technology system has replaced most of the human
works which is not a bad thing as it is more systematic. Information technology system can
works 24 hours a day while human normally works 8 to 10 hours a day. On the other hand,
information technology system also has weakness where it needs to be updated frequently by
human otherwise it is useless. The assistance of information technology system in the workplace
has its advantages and disadvantages. Even though information technology system can make our
work much easier but we should not rely on it too much.

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Real-Time Systems
In this module, I found that the topic of real-time systems has the similarities and differences
with Malaysia Airlines online booking and e-ticketing system. A real-time system is any
information processing system which has to respond to externally generated input stimuli within
a finite and specified period where the correctness depends not only on the logical result but also
the time it was delivered (Stefan, 2008). Real-time system are usually classified into 3 categories
which are hard, soft, and firm.

Hard Real-Time Systems

A hard real-time system (also known as an immediate real-time system) is hardware or software
that must operate within the confines of a stringent deadline. The application may be considered
to have failed if it does not complete its function within the allotted time span (Rouse.M, 2011).
Some of the examples of hard real-time systems are aircraft control systems, anti-lock brakes,
and components of pacemakers. In the online booking and e-ticketing system of Malaysia
Airlines, it will not cause any critical issues if there are errors or mistakes occur in the system.
This case can be easily solved by refunding the money back to the customer who is involved.
Therefore, online booking and e-ticketing system of Malaysia Airlines is not hard real-time
system.

Soft Real-Time Systems

A soft real-time system is simply define as the system will still operates normally even though
the task is not completed by its deadline but with lesser performances. Therefore, Malaysia
Airlines online booking and e-ticketing system is a soft real-time system. The task that is not
completed by its deadline will automatically canceled which is similar to the soft real-time
system. For example, when a customer has booked the flight and not able to cancel it due to
some emergency situation, the system will automatically cancel the booking that he/she made
and the seat is available for other customers. This is because they did not receive any payments
when it reached the deadline.

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Firm Real-Time Systems

Firm real-time system allow infrequent deadline misses which is similar to soft real-time system
but it will delete tasks that are not able to finished by its deadline. The examples of firm real-time
systems are timetable scheduling and banking systems. The task in these systems is not reusable.
As for the online booking system of Malaysia Airlines, the booking will be deleted if customers
did not made their payments same as firm real-time system but the booking will still be available
for other customers. Therefore, Malaysia Airlines online booking and e-ticketing system is not
firm real-time system.

Dependable Systems
There is another system that can relate to the Malaysia Airlines online booking system in this
topic which is dependable systems. There are four aspects of dependable systems which are
available, reliable, safe, and secure. As for available, Malaysia Airlines website is always
available where customers can access the website anytime to book their flight. On the other
hand, the information on the website is reliable because the information is originally from their
company and it is also their official website. Lastly, it is safe and secure because the
confidentiality of customers information that books the flight is also preserved.
In order to achieve dependability, it is also included fault avoidance, fault removal, fault
tolerance, and fault forecasting. However, it could not eliminate all the error but it can be
minimized.

Fault Types
a) Permanent faults:Permanent faults are caused by irreversible device failures within a component due to
damage, fatigue, or improper manufacturing. Once a permanent fault has occurred, the
faulty component can be restored by replacement or repair (Webspace 2, 2013). For
example, if the server is broken or damage, the online booking and e-ticketing system of
Malaysia Airlines cannot be accessed.
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Transient faults are triggered by environmental disturbances such as voltage

fluctuations, electro-magnetic interference, or radiation. These events typically have a
short duration, returning the affected circuitry to a normal operating state without
causing any lasting damage (Webspace 2, 2013). For example, the online booking system
process can be interrupted if electrical power shut down.
c) Intermittent faults:Intermittent faults are those which tend to oscillate between periods of erroneous
activity and dormancy, may also surface during system operation. They are often
attributed to design errors that result in marginal or unstable hardware (Webspace,
2013). For example, online booking system can be interrupted if there is a loose wire.

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Ethical and Legal Issues

As per our modules of Computer and IT in Workplace, we have learned about the Ethical and
Legal issues which faced by any company today with an IT unit. A few Ethical and Legal issues
have been discussed below which are encountered with by Malaysian Airlines online booking
system.
What is Ethical and Legal Issues?
Ethical is being in accordance with the rules or standards for right conduct or practice, especially
the standards of a profession, which here are the rules and codes for computing
(Random house, 2013). Computing world has its own rules and guidelines to avoid problems,
breaking which subjects to legal action to be taken on the person. This also helps circumvent the
chances of theft of information such as credit or debit card details, which are used for booking
the tickets through online system.
Few Ethical issues are:1. Online Theft
Illegal use of software to gain information and data causing chaos. Online theft can be done
through Phishing pages which is obtaining financial or confidential information from internet
users by sending a page which looks as from legitimate organization but is fake and
replicates the original one (Random House, 2013).
2. Hacker
Hacker is described as someone who attempts to break into computer systems. Typically, this
kind of hacker would be a proficient programmer or engineer with sufficient technical
knowledge to understand the weak points in a security system (Hans Sjoholm, 2006). They are
professional and discover data and information but do no harm to the data or information.

As majority of the tickets booked to travel with Malaysian Airlines is booked through online
booking system, Malaysia Airlines have their own way to protect user data and information.
A few protection types are discussed below:

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ecure Socket Layer (SSL)

This is the most common protocol for managing the security of a message transmission on
the Internet. SSL uses a program layer located between the Internet's Hypertext Transfer
Protocol (HTTP) and Transport Control Protocol (TCP) layers. SSL uses the public-andprivate key encryption system from RSA Algorithm, which also includes the use of a digital
certificate (Brendon Cusack, 2007).

Image showing Malaysia Airlines website having secure socket layer

1. Encryption
Encryption is a way to enhance the security of a message or file by scrambling the contents
so that it can be read only by someone who has the right encryption key to unscramble it. For
example, if you purchase something from a website, the information for the transaction such
as your address, phone number, and credit card number, is usually encrypted to help keep it
safe (Windows, 2013).

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Image showing Encryption of the Malaysia Airlines booking site

Other ways of securing private and personal informations:
1) Antivirus program
Harmful materials like Viruses, Worms and Trojans can cause to leak or reveal personal
information stored in the computer without the users consent. Antivirus program helps
prevent viruses, worms etc. to enter the computer.
2) Cookie manager
Cookies are small files which contains data about the user like username and passwords.
They are usually stored in the computer browsers. A cookie manager can be set to delete the
cookies so that there is no possibility of data theft through the cookie files.
3) Firewall
Firewall is software which prevents unauthorized access to the computer to or from a private
network. This can prevent access to any personal information or data by any other user
without proper authentication.

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Internet Application
According to the merriam-webster.com, the internet is described as:
An electronic communications network that connects computer networks and organizational
computer facilities around the world. (merriam-webster.com, 2013)
The first information on the development of the internet was first heard in the 1958 (hnn.us,
2013) when the Advanced Research Projects Agency (ARPA) was research on this technology
for the US military. In todays world, the internet is widely used by everyone around the world.
The World Wide Web or WWW is the collection of electronic documents; it is also known
simply as the web. Each of these documents is called the web page. A web page consist of a
variety of objects such as files, multimedia such as a video, information, etc. It may sometimes
also include a Uniform Resource Locator or URL which is a link which directs to a different
webpage. They are written in a special language called the Hypertext Markup Language or
HTML. A collection of these web pages is called a web site.
A specific program or software, called the web browser is needed to open these webpages and to
connect with the Internet, for example Safari, Google Chrome and the Internet Explorer.
With the technology of the internet, Malaysian Airlines can be assessed at any place at any time.
The accessibility of the internet has brought convenience to both the organization and the
customers. The customers can view data on the flight time and buy the ticket at anytime and at
anywhere. This could also bring the organization more sales and profit.
The domain name: http://www.malaysiaairlines.com/my/en.html, directs the users to the
Malaysian Airlines official website. On this site the users can book and plan their desire flight
time. In addition to that, they can also check the price, flight status and other information such as
amount of the weight of the baggage allowed. On the other hand, the customers can observe the
deals the Malaysian Airlines have, and if they want to, could buy them. This website can be
opened by any web browser, including mobile applications, and can be searched on any search
engine. Members can login to the website with their User ID and password, if not a member yet,
they could also sign up. In addition to that, they could look at the Frequently Asked Question
(FAQ) and terms and condition of the flight on the website, or they can also contact them if they
wishes to.
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Figure 1: The domain name of Malaysian Airlines.

Figure 2: The home page of the Malaysian Airlines site.

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Figure 3: The deal of the day.

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Fi
gure 4: Logging In

References
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Available at: http://www.malaysiaairlines.com/my/en/destinations.html [Accessed: 7 Nov 2013].

ch-aviation. 2013. Malaysia Airlines Fleet. [Online]

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Bookings.malaysiaairlines.com. 2013. Your session has expired. [Online]

Available at: https://bookings.malaysiaairlines.com/MHOnline/ItinerarySummary.do [Accessed:
11 Nov 2013].

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Crosby, T. 2013. HowStuffWorks "E-Tickets Advantages". [Online]

Available at: http://adventure.howstuffworks.com/destinations/travel-guide/how-airline-e-ticketswork1.htm [Accessed: 11 Nov 2013].

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Quora. 2013. What's the difference between MH Basic, MH Smart and MH Flex in Malaysian
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TechRepublic. 2013. The impact of E-ticketing in airlines and consumer attitude towards the
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Dictionary.com. 2013. the definition of ethical. [online]

Available at: http://dictionary.reference.com/browse/ethical?s=t [Accessed: 3 Dec 2013].

Dictionary.com. 2013. the definition of phishing. [online]

Available at: http://dictionary.reference.com/browse/phishing+?s=t [Accessed: 3 Dec 2013].
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Searchsecurity.techtarget.com. 2013. What is hacker? - Definition from WhatIs.com. [online]

Available at: http://searchsecurity.techtarget.com/definition/hacker [Accessed: 3 Dec 2013].

Searchsecurity.techtarget.com. 2013. What is Secure Sockets Layer (SSL)? - Definition from

WhatIs.com. [online]
Available at: http://searchsecurity.techtarget.com/definition/Secure-Sockets-Layer-SSL
[Accessed: 4 Dec 2013].

windows.microsoft.com. 2013. What is encryption?. [online]

Available at: http://windows.microsoft.com/en-us/windows7/what-is-encryption [Accessed: 4
Dec 2013].

Hnn.us. 2013. When Was The Internet Invented? [Online]

Available at: http://hnn.us/article/142824 [Accessed: 12 Dec 2013].

Merriam-webster.com. 2013. Internet - Definition and More from the Free MerriamWebsterDictionary. [Online]
Available at: http://www.merriam-webster.com/dictionary/internet [Accessed: 12 Dec 2013].

Webspace.apiit.edu.my. 2013. Real Time systems. [online]

Available at: http://webspace.apiit.edu.my/mod/folder/view.php?id=2950 [Accessed: 11 Dec
2013].

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