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Philippine Airlines improves efficiency and traveler satisfaction thanks to Amadeus

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The Asian airline has implemented Amadeus’ Self Re-accommodation solution, allowing passengers to seamlessly choose and rebook their itineraries in the event of flight disruptions

Putting passengers in the driver’s seat by giving them access to a self-service option when their flights are disrupted can help create loyalty. Working with Amadeus, Philippine Airlines has implemented Amadeus’ new Self Re-accommodation solution to improve customer experience during the most stressful times for a traveler. This Self re-accommodation Solution works to reduce the load on Philippine Airlines’ call center and airport agents managing re-bookings, ultimately reducing the cost of operations for the airline.

“For us, customer experience is key,” says Oscar Enrico Reyes Jr., Senior Vice President for Marketing and Sales, Philippine Airlines. “During the first 7 months of the solution going live, more than 160,000 passengers with disrupted flights have benefited from this self-service tool. The Self Re-accommodation tool is an integral part of our omnichannel strategy and provides critical information and control for our passengers when they need it the most. Our next step is to give more control to passengers by empowering them with a self-service refund tool, without any penalties, if they are not happy with the alternative flights provided.”

Jonathan Tong, Senior Vice President, Airline solutions & IT sales, Asia Pacific, Amadeus, says: “The importance of providing readily accessible self-service tools to travelers during times when travel can be easily disrupted is essential. We are proud to work with Philippines Airlines in creating a win-win scenario in this partnership, helping to support it in improving customer experiences while delivering cost efficiency with the self-re-accommodation tool.”

The Amadeus Self Re-accommodation solution comprises a booking engine and user interface. Part of the Amadeus Digital Experience Suite, the solution supports travelers in the event of flight cancellations or delays. When a disruption occurs, Philippine Airlines’ passengers will receive an alert, redirecting them to the airline’s Self Re-accommodation page. There, they can accept the default flight offered by the airline or choose a replacement flight free of charge according to the airline’s disruption policy.

This implementation is part of a digital deal Amadeus signed with Philippine Airlines and comes close on the heels of the carrier’s passenger service system (PSS) migration to Amadeus.

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