Amadeus, a leading provider of advanced technology solutions for the global travel industry, recently unveiled the first mobile solution for handling flight disruptions based on personalized and intelligent re-accommodation options, in order to better manage the age-old problem of delayed and cancelled flights.
Amadeus Personal Disruption Companion, which will be available on a white label basis beginning in 2015, is unique to the market in that it takes a wholly customer-centric approach to managing flight disruptions and puts the traveler firmly in control when flights are delayed or cancelled.
It works by understanding and analyzing who is traveling and to where, combining this information with preferences such as language and choice of contact. This information is then fully personalized using each traveler’s specific journey and ancillary purchase history as well as other personal preferences both stated and learned.
“We believe that the market opportunity for the industry to deliver more effective disruption management is huge,” said Julia Sattel, SVP, Airline IT, Amadeus IT Group.
According to data provided by Amadeus, U.S airlines alone lost $7.2 billion as a result of disruption in 2012 whilst IATA research suggests that airlines who move faster from crisis to recovery could save $455 million every year just in re-booking costs.
The launch of Amadeus Personal Disruption Companion follows the 2013 white paper commissioned by Amadeus and written by Norm Rose examining disruption management. According to “Passengers-first: re-thinking irregular operations”, 33 percent of passengers cite insufficient information about what is happening as the number one cause of frustration at times of disruption, followed by 18 percent of passengers complaining about being given conflicting communication.
Launched in partnership with TAM Airlines, the Brazilian national airline and part of the LATAM Airlines group, Amadeus Personal Disruption Companion was presented for the first time at PhoCusWright’s Travel Innovation Summit, where the solution was runner-up in the Established Companies awards.