Three ways we’re supporting our airport and airline customers to succeed

December 22, 2022

4 min read

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The key to any successful organization is innovation. This means adopting a forward-thinking mindset with a willingness to evolve existing practices.

The key to any successful organization is innovation. This means adopting a forward-thinking mindset with a willingness to evolve existing practices.

At Amadeus, this is an approach we have embraced when innovating our customer support for airports and airlines in three distinct areas: remote project delivery via the cloud, guaranteeing hardware supply and adopting new tools as part of our digital transformation.

This proved a success, particularly during the pandemic, where combined, our customer support strategies meant that none of our airport or airline operations customer projects experienced delays at any time. For example, at the beginning of 2022, we implemented an Airport Cloud Use Service (ACUS) project, our cloud software that agents at the airport use to flexibly check-in and board passengers, in just 10 weeks despite lead times for key components sitting at 16 weeks.

Remote delivery of projects via the cloud
A crucial area that allows us to better support our customers is the use of remote project management and implementation via the cloud. In our industry, there are long held assumptions that IT overhaul projects of scale involve a costly on-site implementation phase.

At Amadeus, we’re challenging this. Our cloud-based solutions, such as ACUS or BRS (Baggage Reconciliation System) can be rolled out remotely in a matter of weeks rather than months.

By investing heavily in eLearning services, learning portals and leveraging gamification we are able to deliver effective remote training to the airport IT staff members carrying out the physical installation.

Guaranteeing our supply chain

To guarantee a global supply chain you need stability and visibility. The past few years have demonstrated how external factors such as geopolitical forces can jeopardize this.

As a result, we have been faced with shortages in devices across our hardware portfolio due to global reductions in shipment and manufacturing capacities.

Yet, we’ve negated the effect of this by continuing to innovate. Based on our knowledge of pipeline constraints and market lead times we have cycled to a hardware stock building strategy.

This means that we’ve built, and maintain, a reliable inventory of goods to avoid shortages. And, as a result, we were able to deliver a reliable service for our customers despite these challenges. In September 2021, in the midst of the pandemic, we deployed 40 ACUS terminals across Saudi Arabia as part of our agreement withOACIS Middle East , as one example.

In addition, since May of this yearHouston Airports moved to Amadeus Flow, an integrated cloud solution to manage end-to-end passenger services, as well asVancouver and Perth airports to name a few.

Digitally transforming and adopting new tools
At Amadeus, we also utilize collaborative tools and cloud infrastructure to remain connected. With our entire global workforce via Microsoft Teams, we could leverage these digital tools to continue rolling out our technology remotely during the pandemic, offering digital support throughout the process, whereas traditionally – especially for airports – we’d have to send a team out to assist on the ground.

Technology and innovation continue to be at the heart of Amadeus’ business, with a constant focus on innovating the customer experience.One example of our technology driven, customer focused approach is the recent expansion of our monitoring capabilities to cover even more components within the airport tech stack next year. We know that a key consideration for all customers is the speed at which disruptions can be dealt with. And, with our new capabilities we will be able to resolve incidents faster and offer a solution before the airport becomes aware of any problems or experiences any business impact.

Despite this, maintaining a direct line to customers is of critical importance and our support teams need to be effective. That is why we as a company are also continuing the digitalization of our customer services. investing in a cloud call center with advanced artificial and emotional intelligence capabilities, that will allow our customer support agents to provide a more personalized service and strengthen customer satisfaction.

At Amadeus we’re proud to have rapidly evolved the way we support our airport customers and looking ahead, we will continue to invest in customer focused innovations.

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