Amadeus Global Customer Services provide learning and support services to our customers by leveraging the company’s technology, people and processes.
In the case of the Americas, the Global Customer Services organisation operates the Amadeus Customer Service Centre based in San José (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 Asia-Pacific, our centre in Manila (Philippines) operates as a virtual centre for several markets in the region and are connected with the service centres in Buenos Aires and San José to establish a Follow The Sun, Global Help Desk support for first level services in English.
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 Distribution, Airline IT and new businesses.
Whenever possible, we also try to deliver training in local languages, mainly in the Asia-Pacific and Latin American regions.