Altéa Departure Control – Customer Management

Altéa Departure Control – Customer Management Transform your customers' experiences.at the airport

Altéa Departure Control – Customer Management overview

In the last few years, Altéa Departure Control (DC) - Customer Management, has been chosen by more than 90 airlines. Qantas in 2008, Finnair, El Al and Icelandair in 2009, were the first airlines to implement this module. In 2010, TAM, SATA Group, TAP and South African Airways, among few others, implemented our airline departure control system (DCS).

Altéa Departure Control – Customer Management has been designed to automate key airport processes – from check-in to departure, for your own passengers or for the passengers of the airlines you handle. It enables you to support 100% self-service check-in as well as offering preferred service to your most valuable customers.

Seamlessly integrated with Altéa Reservation and Altéa Inventory, our Airline DCS also enables you to remove the usual constraints of operating windows and apply revenue management techniques until the very last minute before departure.

The ultimate solution for implementing new generation airport processes and mastering the whole customer experience, Altéa Departure Control – Customer Management facilitates agent activities and optimises every revenue opportunity.

Main Altéa Departure Control – Customer Management features

Customer Value
  • Used throughout all airport processes
  • Adaptable to each airline using business rules
  • Enabling to offer differentiated customer service
Check-in
  • Simplified customer-centric identification
  • Smart workflow
  • Automated validation of tickets, regulatory checks and through check-in etc.
  • Flow forward search for earlier flight possibility
Self-service support
  • 100% self-service enabled
  • Easy integration with Altéa multi-channel self-service application
  • Advanced self-service logic
Customer management
  • Full automation of activities
  • Proactive onload and re-grade
  • Automated, optimised seating
  • Same seat map used for pre-seating and departure
Baggage management
  • Automated enforcement of airline baggage policies
  • Easy collection of baggage fees
  • Integrated with automated baggage systems
Disruption management
  • Powerful decision support tool
  • Process starts as soon as flight information is updated
  • Automated or guided transfer of passengers
  • Priority given according to customer value
Boarding management
  • Customer tracking
  • Centralised control of flight departures
  • Integrated dynamic agent alert system
Ground Handling Management
  • Manage all handled airlines customers and proceed to customer records update with the same fully graphical application
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Main Altéa Departure Control – Customer Management options

Altéa Departure Control – Customer Management can be customised to meet your specific business needs by choosing additional functionality from the following options:

Altéa Self-Service Check-in
  • Empower your customers and provide a multi-channel self-service solution
Altéa Passenger Watchlist
  • Automatically identify undesirable customers
Altéa Airport Link
  • Manage communication services with your airport stations
Altéa Airport Deployments Services
  • Outsource the GUI deployments activity for the various airport new deployments, releases, updates and variations
Altéa Straight to Gate
  • Ease your passengers' experience enabling them to check and board at once
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User interface

The best way for airline airport agents to access Altéa Departure Control – Customer Management is to use Altéa Check-in Desktop, a fully graphical user interface with dynamic workflows.

Check-in interface

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Check-in interface

This easy-to-use workflow driven user interface ensures that the passenger check-in experience is quick and customer oriented. You can save valuable time by accessing information on all the flights you manage directly from the same interface

Seat selection

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Seat selection

With the graphical seatmap, quickly and easily proceed to seats change while ensuring customer satisfaction.The seat map is shared by reservations and departure control to ensure a seamless seating process


The Altéa Self-Service Check-in Solution provides a comprehensive multi-channel solution. It is possible for Altéa Departure Control – Customer Management to also be integrated with a specific check-in front-end that you may want to keep.

Altéa Self Service Check-in Kiosk interface

Altéa Self-Service Check-in Kiosk interface

A kiosk, internet, mobile and SMS solution to empower your customers

More on Altéa Self-Service Check-in
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Business impact

Altéa Departure Control – Customer Management delivers multiple business benefits. In particular, you can use it to increase airport agents' productivity, increase customer satisfaction at the airport and maximise revenue opportunities.

  • Increased productivity

    Save time for all your airport customer service agents at check-in, boarding and to manage disrupted passengers
    Manage all handled airlines customers and proceed to customer records update with the same fully graphical application
    Achieve automation of back office tasks and perform them for multiple carriers without switching systems
    Some implemented airlines have seen typical productivity increases of up to 30%

  • Increased revenue

    Ensure collection of excess baggage charges
    Make any seats released at the airport immediately available for re-sale thanks to real-time integration with inventory and reservation systems
    Some implemented airlines have seen their revenues increased by up to 0.1%
    Increase revenue from repeat customers

  • Customer satisfaction

    Offer faster and simpler check-in
    Apply customer preferences for seating consistently
    Enable effective service recovery actions
    Provide consistent given priority to high-value customers (seating, alternative flights proposal upgrade, disruption management)

  • Cost reduction

    Reduce cost of penalties due to reach of regulatory requirements
    Reduce costs related to flight delays due to early detection of passengers' issues that could impact flight departure

  • Efficient IT model

    Move to variable IT cost and benefit from shared infrastructure and community development to reduce total cost of ownership
    Benefit from tight integration of Altéa Departure Control – Customer Management with Altéa Reservation, Altéa Inventory and Altéa Departure Control – Flight Management

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Who can use it?

Altéa Departure Control – Customer Management is available to all airlines using Altéa Inventory.

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Implementation

Amadeus will work with you to define the best strategy for the roll-out of Altéa Departure Control – Customer Management to your airport stations while ensuring perfect service continuity.

The speed of implementation depends on the number of airport stations, but is typically between 1 and 6 months. It is further facilitated by the reduced training required for Altéa Check-in Desktop.

Amadeus already has a significant and proven track record in fast and successful DCS implementation with more than 30 airlines.

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Why take Altéa Departure Control – Customer Management?

  • Simplify and speed up your core customer processes at the airport and increase the productivity of your agents
  • Ensure a superior customer experience at the airport and deliver differential service according to customer value
  • Exploit all last minute airport revenue opportunities and avoid regulatory penalties
  • More efficient IT model
  • Fast and secure implementation
  • Take advantage of perfect integration with Altéa Reservation, Altéa Inventory and Altéa Departure Control - Flight Management
  • Match your workflows to your operational and customer needs
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