In line with its goal to achieve a 5-Star global airline rating, 4-Star carrier Philippine Airlines is jump starting the upgrade and extensive transformation of its core technology systems by signing a landmark agreement with Amadeus.
PAL will adopt the full Amadeus Altéa Suite, a complete Passenger Service System that aims to streamline and improve all core passenger processes, including reservation, inventory, departure control, and flight management. The transformation means its customers will enjoy a smoother experience from booking to boarding.
“We want Philippine Airlines to stand shoulder to shoulder with the world’s best airlines. We are immensely proud of our 4-Star rating, but it has only inspired us to work even harder. Our mission is to represent the best of the Philippines, and the best of the Filipinos to the world. So our next goal is to get that 5th Star by 2020,” said Jaime J. Bautista, President and COO of Philippine Airlines.
Bautista added, “Philippine Airlines should offer a passenger experience that is truly representative of the Philippines and a source of pride for our people. We are expanding and modernizing our fleet, opening new routes, but most importantly, sharpening our customer service excellence. We need technology that will capably support our ambitions, but also a partner that shares our vision. Accordingly, after a rigorous evaluation process, we have chosen to partner with Amadeus, their technology and their people.”
Airline passenger service systems are mission-critical and highly complex platforms that form the technology backbone for airlines. The Amadeus Altéa Suite is a next-generation airline IT system that, once implemented, will help PAL enhance customer experience by delivering more consistent and personalized customer service, develop new revenue streams, and improve operational efficiency.
Tangible benefits include faster and simpler check-in for travelers, the ability to re-accommodate disrupted passengers in a matter of seconds, improved on-time performance, and consistent, automatic application of customer preferences at every touch point.
Adopting Altéa will also support Philippine Airlines’ ambitions to join an airline alliance. More than two-thirds of Star Alliance airlines, three-quarters of oneworld airlines and half of Skyteam airlines use Altéa. As a community platform for airlines, Altéa enables better integration between partner airlines, with real-time sharing of availability, fares, customer and booking information to deliver a harmonized customer experience across the alliance.
Cyril Tetaz, Executive Vice President, Airlines, Amadeus Asia Pacific, commented, “It’s clear that Philippine Airlines’ business strategy is en route to further propel it into the future of travel, where its customers need it to be, and we’re extremely proud to walk that path with the airline. We are committed to Philippine Airlines’ success in the long-term, and look forward to delivering continual collaboration to ensure today’s agreement matches the expectations of its travelers. We warmly welcome Philippine Airlines to the Amadeus Altéa community, where it joins leading airlines around the world which similarly value the flexibility and customer centricity brought to them by Amadeus’ technology.”
By the end of 2017, 199 customers had contracted either of the Amadeus Passenger Service Systems (Altéa or New Skies) and 195 had implemented them.