Altéa Automated Customer Contact

Altéa Automated Customer Contact Automatic SMS notification of critical events to your direct customers and frequent flyers

Solution Overview

Altéa Automated Customer Contact allows airlines to instantly communicate critical events to their eligible customers via SMS.

All customers booking via direct channels, and registered frequent flyers, can immediately be contacted following a flight timing change, a flight cancellation, flight/routing change or upon waitlist confirmation.

The airline can choose the criteria to contact impacted customers, and the format and language of the messages can be customised as necessary. Recorded delivery acknowledgment and worldwide coverage ensures that more customers can be contacted, with no eligible customers being overlooked.

Altéa Automated Customer Contact will transform your customers experience while significantly improving agent productivity.

Main Features

Critical Events
  • Includes notification following timing change, flight cancellation, reaccommodation and waitlist confirmation
SMS Notification
  • Possible to send SMS notification to all direct customers and registered frequent flyers using a unique contact field in the booking
  • SMS worldwide distribution fully managed by Amadeus using TynTec - a telecom partner with global links and high capacity
  • Delivery acknowledgement stored directly in booking
  • If delivery is not acknowledged then the booking is automatically queued for manual handling
Frequent Flyer Registration
  • Frequent flyers can also register with the airline to receive notifications, regardless of how or where they have made their booking
Fully Configurable
  • Notification parameters can be defined by point of sale, time to departure and minimum timing delay
  • Language and message content fully airline configurable
top

Business impact

  • Higher Productivity

    Significant time savings in contacting passengers to notify of changes to their bookings

    Ensure customers receive timely information of changes to flights reducing the need for reaccommodation at the airport

  • Cost Reduction

    Reduced compensation liabilities

  • Customer satisfaction

    All eligible customers are contacted immediately about their flight change

    Customisable messages mean a more personalised service

top

Who can use it?

Altéa Automated Customer Contact is available to all airlines using Altéa Reservation.

top

Implementation

Altéa Automated Customer Contact can be quickly implemented by any airline, with the process fully managed by Amadeus.

top

Why take it?

  • Automatically contact your customers with critical information
  • Reduce time spent in manually contacting customers to advise of changes to their bookings
  • Global coverage, high capacity and automation mean that more customers can be contacted at the right time
  • Ensure that each customer has received messages with automated, recorded delivery confirmation
  • Benefit from full integration with Altéa Reservation to ensure full coverage of all eligible bookings
  • Robust, proven infrastructure
top