Amadeus Automated Customer Contact

Automatic instant SMS & e-mail notification to your customers Automatic instant SMS & e-mail notification to your customers

Amadeus Automated Customer Contact overview

Airlines are currently evolving in a very competitive environment and are trying to find additional products to gain a competitive advantage and enhance their customer satisfaction. As such, using a real-time passenger information system and providing flight status alerts have become an essential part of customer service.

From a simple reminder, to an announced delay or a promotional message, such a notification establishes a direct link with the passenger and can prove invaluable when trying to avoid wasting time at the airport. It also helps with reorganising arrival plans and rescheduling meetings.

Amadeus Automated Customer Contact is a customer centric tool, allowing airlines to instantly alert passengers by SMS or e-mail on a range of topics in connection with their flight. To provide this personalised service, the solution leverages Altéa's seamless suite, enabling events to be triggered throughout the whole chain, from Reservations and Inventory, through to Departure Control.

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

Amadeus Automated Customer Contact will transform your customers experience while significantly improving agent productivity and airline passenger management efficiency.

Main Features

Events
  • Includes notification following Re-accommodation, Waitlist clearance, Air segment cancellation, Timing Change, Flight Number Change, Booking Class Change, Flight Date Change, Flight Routing Change, Re-seating, Electronic ticket issuance, Ticketing Time Limit, Customer service after no show, Invitation to Loyalty Program
SMS Notification
  • Possible to send SMS notification to all customers using a unique contact field in the booking
  • Formatting and delivery is handled by Amadeus
  • SMS worldwide distribution fully managed by Amadeus using 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
e-mail Notification
  • Possible to send a message to the passenger's e-mail
  • Formatting and delivery is handled by Amadeus
  • In case of technical issue occurring during the delivery, then the booking is automatically queued for manual handling
  • The status alert layout and content depends on the trigger event and is defined by the airline at implementation time
XML Notification
  • Possible to send XML messages to Airline MQ Hub
  • Integration and formatting on Airline side
  • In case of technical issue occurring during the delivery, then the booking is automatically queued for manual handling
  • The airline uses the XML message to build the notification (email, fax, sms, etc)
Customer centricity
  • Frequent flyers can also register with the airline to receive flight status alerts, regardless of how or where they have made their booking
  • The content customisation capacity allows for a truly personalised message
Fully Configurable
  • Notification parameters can be defined by Point of Sale, Notification date/time activation range before departure, Importance of timing change, Passenger preferred language, Flight range, Origin and Destination, Booking class, Passenger Tier Level
  • Language and message content fully airline configurable
  • Standard layouts for each message can be customized for AL's requirements
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User interface

E-mail Notification

E-mail Notification

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SMS Notification

SMS Notification

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Business impact

  • Higher Productivity

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

    The real-time passenger information system ensures customers receive timely alerts to flight changes 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

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Who can use it?

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

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Implementation

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

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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
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