News

Amadeus Unveils Industry-First Solution Allowing Airlines to Better Manage Delayed and Cancelled Flights

Amadeus Unveils Industry-First Solution Allowing Airlines to Better Manage Delayed and Cancelled Flights

TAM Airlines has been confirmed by Amadeus as its launch partner airline for a new solution that will deploy intelligent and personalised re-accommodation options to enable travellers to enjoy an improved travel experience while offering airlines the chance to save costs and more effectively manage passengers. The launch of the Amadeus Personal Disruption Companion follows the 2013 white paper ‘Passengers-first: re-thinking irregular operations’ commissioned by Amadeus to better understand airline disruption.

Amadeus HQ, Nice

Amadeus HQ, Nice

 

Amadeus Personal Disruption Companion, which will be available on a white label basis beginning in 2015, is unique to the market in that it takes a wholly customer-centric approach to managing flight disruptions and puts the traveller firmly in control when flights are delayed or cancelled. It works by understanding and analysing who is travelling and to where, combining this information with preferences such as language and choice of contact. This information is then fully personalised using each traveller’s specific journey and ancillary purchase history, as well as other personal preferences both stated and learned.

Launched in partnership with TAM Airlines, the Brazilian national airline and part of the LATAM Airlines group, Amadeus Personal Disruption Companion was presented for the first time at PhoCusWright’s Travel Innovation Summit, where the solution was runner-up in the Established Companies awards.

Julia Sattel, SVP, Airline IT, Amadeus IT Group, said: “We believe that the market opportunity for the industry to deliver more effective disruption management is huge. Indeed, US airlines alone lost US$7.2 billion as a result of disruption in 2012, while IATA research suggests that airlines that move faster from crisis to recovery could save $455 millionevery year just in re-booking costs. When things go wrong passengers want to see automated and intelligent re-accommodation options and offers that are personalised and bespoke to their unique needs.

“Instead of taking an operations-centric approach to re-accommodating travellers, we advocate re-thinking entirely how disruption is handled with the customer in mind – rather than shifting travellers from a cancelled flight to another, we should understand and respond to how the delay impacts that person and their unique reason for traveling We believe that as an industry there is a great opportunity here to deliver a better travel experience as part of an intelligent and dynamic global travel ecosystem which places at its very heart the ever-evolving 21st century traveller.”

Daniel Limena, E-Commerce Projects & Operations Manager, TAM Airlines, said: “We are excited to be working with Amadeus to develop a solution that will give passengers peace of mind that any disruption will be managed with an efficient, personalised approach. We expect this innovation to lower costs associated with disruption, provide a faster and more reliable response to our customers and ultimately, when things are really challenging, deliver a brand experience we can be truly proud of.”

The launch of Amadeus Personal Disruption Companion follows the 2013 white paper commissioned by Amadeus and written by Norm Rose examining disruption management. According to ‘Passengers-first: re-thinking irregular operations’, 33% of passengers cite insufficient information about what is happening as the number one cause of frustration at times of disruption, followed by 18% of passengers complaining about being given conflicting communication.

Click to add a comment

Leave a Reply

Your email address will not be published. Required fields are marked *

News

NEIL STEEDMAN has been a trade journalist, copywriter, editor and proofreader for 50 years, and News & Features Editor for ‘Irish Travel Trade News’ for the past 40 years.

More in News

Cape Town Pass 1

Upgraded Cape Town Pass Helps Save Time and Money

Neil SteedmanDecember 13, 2017
Air Transat Toronto Christmas Market

Christmas and New Year in Toronto with Air Transat Festive Flight from Dublin

Neil SteedmanDecember 13, 2017
Dublin Airport South Gates 1

Dublin Airport Opens New Boarding Gate Area

Neil SteedmanDecember 13, 2017
Air Canada New Livery

Air Canada to Launch New Routes for Summer 2018

Neil SteedmanDecember 12, 2017
Lainey Quinn Featured Image

Lainey’s Adventures: Australia’s East Coast

Neil SteedmanDecember 12, 2017
Travel Trade Deals

Great Value Travel Deals – 12th December 2017

Sarah SlatteryDecember 12, 2017
Irish Ferries Christmas 2017

Irish Ferries Unwraps Christmas Gift Idea

Neil SteedmanDecember 12, 2017
Travel Partners Group 1

Eight Workshops in 2017 by Travel Partners Group

Neil SteedmanDecember 12, 2017
Cork Airport eNews September 2017 Story 6

Cork Airport Passenger Numbers Up 4% in November

Neil SteedmanDecember 12, 2017

Copyright © 2016 Belgrave Group Limited, C4 Nutgrove Office Park, Nutgrove Avenue, Rathfarnham, Dublin 14, Ireland