Amadeus Global Customer Services provide learning and support services to our customers by leveraging the company's technology, people and processes.
First level customer support services for travel agency customers are generally provided by the Amadeus Commercial Organisations locally in each market. This is the backbone of our service organization, the closest possible to the customer, supporting local language and market specific products. In the Americas however, the Global Customer Services organisation operates the Amadeus Customer Service Centre based in San Jose, Costa Rica and Buenos Aires, Argentina as the sole point of contact for all travel agency customers in North and Latin America. These functional and technical support services are provided in both English and Spanish. In addition, Amadeus Brazil provides front line support to travel agency subscribers in the Brazilian market in the local language.
In most cases, airlines and other travel providers provide their own first level support to their organisations. However, ten airlines have selected Amadeus to provide this first level support on their behalf, in particular for Airline IT system support.
Second level support is provided by Service Management Centres, a virtual support organisation located in Bangkok, Miami, Nice, London and Sydney. This 'Follow The Sun' organisation provides seamless 24 hour coverage, seven days a week. This concept has always been at the core of Amadeus' operations as a tried and tested way of providing seamless global support to customers. Service Management Centres are comprised of specialised global teams dedicated to each business area such as Airline IT, Distribution, and New Businesses.
As an example of our efforts to get closer to customers and to be able to respond faster to their regional needs, parts of our training organisation have been regionalised by creating regional training centres. We have dedicated training centres in Buenos Aires specifically to provide training services in Spanish to airline customers in Latin America as well as in Bangkok where new facilities will be inaugurated early 2012 to continue supporting our growth and better respond to the needs of Amadeus airline customers, often in local languages, in the Asia-Pacific region.
Amadeus has also invested in innovative online self service solutions for its customers. Today, more than 55,000 customers in 60 markets are serviced online via the Amadeus e-Support Centre.