Amadeus Corporate Blog
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Philippine Airlines has a clear vision to stand shoulder to shoulder with the world’s best airlines. Earlier this year, it took a big step in that direction by earning a coveted 4-Star rating from Skytrax. Now, the ca...
Jaime J. Bautista, President and COO of Philippine Airlines (left) & Cyril Tetaz
Philippine Airlines has a clear vision to stand shoulder to shoulder with the world’s best airlines. Earlier this year, it took a big step in that direction by earning a coveted 4-Star rating from Skytrax. Now, the carrier is aiming for its 5th star. We’re excited to be partners with Philippine Airlines on this journey as it adopts the full Amadeus Altéa Suite.
This transformation means passengers will enjoy a smoother experience, from booking to boarding. How? It all starts with faster and simpler check-in. During the travel journey, Philippine Airlines will be able to provide more consistent and personalized services at every touch point. Passengers will also be happy about improved on-time performance. And, in the case of a disruption, our technology will give the airline the ability to re-accommodate passengers in a matter of seconds.
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.
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 our technology matches the expectations of its travelers.
We warmly welcome Philippine Airlines to the Amadeus Altéa community, where it joins leading airlines around the world.
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You’d think it takes a little magic to quickly board several hundred passengers on the world’s largest passenger plane. But Lufthansa and Amadeus didn’t need magic to make this possible. With the power of biometrics, ...
You’d think it takes a little magic to quickly board several hundred passengers on the world’s largest passenger plane. But Lufthansa and Amadeus didn’t need magic to make this possible. With the power of biometrics, we’ve developed a solution that boards passengers with hassle-free, one-step facial recognition.
It’s a simple process that we’ve piloted at Los Angeles International Airport. Self-boarding gates with cameras capture passengers’ images. This image is securely sent to the U.S. Customs & Border Protection database for real-time verification. After a successful instantaneous match, the system recognizes the passenger as ‘boarded’. The passenger does not need to show their boarding pass or passport at the boarding gate any more. During initial trials, we’ve received very positive feedback from guests. In fact, we boarded approximately 350 guests onto an A380 in about 20 minutes.
Collaboration has been the key to this innovative project. Amadeus helped build the interfaces between Lufthansa’s Departure Control System (Altéa), the gate hardware was provided by Vision Box, and U.S. Customs & Border Protection provided the database to identify passengers. All of these parties worked together to make the travel experience smoother.
There’s an increasing need for airlines, airports, and authorities to offer faster processes to travelers. This technology helps them move through the airport smoothly and creates a unique opportunity for the use of biometrics. We strive to enhance the customer experience by applying advanced technologies and innovative solutions. This is a further step towards achieving that goal. We expect that in the near future, biometric boarding will be widely utilized across and beyond the U.S.
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References to The Godfather aside, an optimized offer for airlines is one that targeted passengers can’t refuse. It’s a proposal to a customer to sell a seat and/or ancillaries at a particular price. This price is opt...
References to The Godfather aside, an optimized offer for airlines is one that targeted passengers can’t refuse. It’s a proposal to a customer to sell a seat and/or ancillaries at a particular price. This price is optimized to maximize revenue for the airline, while also being acceptable to the customer. In a simple scenario, the price could be fixed and or even published.
It is much more effective and powerful if this price is dynamic and targeted. That means being tailored exactly for the customer who requested it and when they requested it. The optimized offer is an effective method of conveying revenue management solutions directly at a level of detail and accuracy previously unobtainable.
From batch solution to real-time offers
To truly support optimized offers, we need to re-imagine the traditional revenue management and availability processes. For example, business travelers may receive offers containing changeable fares with lounge access, while leisure customers receive basic fares and options with checked baggage. Prices are assigned to each offer taking into account aspects such as customer loyalty, market conditions, analyst adjustments, and price optimization.
Next generation forecasting
Besides the real-time systems, forecasting and optimization components are necessary to drive the offer construction and dynamic pricing systems. Next generation revenue management systems will incorporate advanced customer choice preferences and discrete choice models. This technique generates choice probabilities for each alternative flight or bundle that a customer might consider. Choice models require large sets of current, historical and competitive data, thus yielding results that are a natural fit with dynamic offers and pricing.
Shifting toward emerging technologies
When we look at the task of optimizing both prices and offer mixes in a network environment, the number of potential combinations that the customer could buy is staggering. Customers may choose pure air products, or fares bundled with a variety of options. Of course the challenge increases further with optimization at the network level rather than leg based, crossing multiple airports and equipment types. The task quickly exceeds the capabilities of direct optimization techniques.
Fortunately, there have been a number of new advances in Artificial Intelligence and Machine Learning in recent years; and companies such as Google, IBM, and Facebook have effectively implemented these technologies to better predict weather conditions, optimize ad relevance, understand human speech, and power intelligent assistant systems. One common requirement necessary for successful Artificial Intelligence and Machine Learning systems is relevant shopping data, which is key to develop customer choice models that can help form expected purchasing patterns. We see a strong role for big data and Artificial Intelligence and Machine Learning in optimizing dynamically built and priced offer.
Want to learn more about this subject? Check out our report, A spotlight on Total Offer Optimization: Fast forward to customer centric revenue management, for more.
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Travel plays a very important role in my life. I’m constantly jetting off to different countries week after week whether it’s for business or pleasure. But no matter where I am – there is one commonality that unites h...
Travel plays a very important role in my life. I’m constantly jetting off to different countries week after week whether it’s for business or pleasure. But no matter where I am – there is one commonality that unites hotel staff around the world – a smile. The frustration of encountering long lines, delays, or a lost reservation can be lifted instantly with a kind greeting from the front desk and a promise to help. It can make all the difference in the travel experience, and be the deciding factor on whether or not a guest returns to that property. It’s situations like this that motivate me to help the hospitality industry deliver better guest experiences.
Our customers understand this. There’s great desire to develop a better connected, personalized, and sustainable future for the industry. It’s our job as technology providers to not only study travel trends and how they evolve, but to innovate and collaborate with players across the industry to improve the journey.
During my 13 years at Amadeus, I’ve had many of these conversations with airline customers around the world, most recently with customers in the Asia Pacific region. Now, as the head of Amadeus’ hospitality division, I look forward to engaging with the wide range of venues we serve – everything from hotels to casinos, stadiums, and restaurants.
As much as we say and hear that the hospitality industry is complex, for me it will always be about the people. The challenge though, is that the vast majority of technology running in hotels and other venues today are legacy systems with one fundamental flaw – they don’t focus on the guest. To make sure that the people and the smiles stay at the heart of the industry, we have to offer technology that harnesses guest data so our customers have the ability to truly cater to each individual.
This vision has helped our hospitality business grow significantly over the past few years. We are moving away from fragmented systems and moving towards cloud-based components that can integrate easily with a property’s existing software. Our solutions are currently used by more than 25,000 properties worldwide. We are also continuing to advance with our strategic partnerships with InterContinental Hotels Group and Premier Inn, owned by Whitbread Group PLC.
And this is just the beginning. New innovations like chatbots, voice-enabled internet of things, and artificial intelligence, in addition to changes in consumer behaviors and preferences, are all transforming the way hoteliers conduct business. We’ll be working right alongside them to incorporate these technologies in ways that will excite and delight their guests.
So the next time I travel, I’ll be thinking of technology as the seamless extension of the staff member that’s assisting me. Both need to be operating at peak performance to deliver on a hotel’s brand promise to drive loyalty, and smiles, among guests. Isn’t that what hospitality is all about?
Last week we had a guest post on this blog from the President of Inspiring Girls Spain, an international organization dedicated to connecting young girls to female role models. This topic is close to my heart and even...
Last week we had a guest post on this blog from the President of Inspiring Girls Spain, an international organization dedicated to connecting young girls to female role models. This topic is close to my heart and even more so this month as the world celebrates International Women’s Day causes. So when Malek Nejjai, Chief Diversity Officer contacted me asking if I was interested in representing Amadeus as a female engineer at an event called ‘Girls with no limits: science of the future’ in Madrid, I immediately agreed!
The event – organized by Inspiring Girls Spain –brought together a group of young school girls (aged 11-15 years old) with various female professionals from non-traditional sectors. In true ‘speed dating’ style, the girls had 10 minutes to talk to each table (8 in total) and ask us questions about jobs in science and technology.
Interestingly, the girls asked me specifically:
- How can you have a professional career and still have time for your family?
- Why did you decide to study Telecommunications and Computer Science?
To answer the second question, at school I was good at math and I thought STEM careers were full of opportunities. Despite the fact that nobody in my family studied sciences, they supported my choice and I think this support was key for me to go on and study Telecommunications in France and Computer Science in Spain. I worked at Ericsson before joining Amadeus 6 years ago (first in Nice and now in Madrid) and despite the great environment we have, there are still few women in R&D.
After the event, I wondered what we can do to inspire young girls to consider careers in STEM. Here are 3 ideas:
- Help build their confidence – there is nothing women can’t do, as long as they have the will
- Organize more of these kinds of events to illustrate that there are women working in STEM fields and that it’s possible to have a professional career and a personal life
- Educate children at an early age, both at school and at home (showing real-life examples is key)
I’m a proud aunt to two nephews aged 7 and 4 years old. I really enjoy reading to them and one of our favorite bedtime stories is ‘Goodnight stories for rebel girls’, a children’s book that looks at the lives of 100 extraordinary women (past and present). As a female engineer I find it very important to educate boys and challenge their views about games, girls and professions. Let’s also inspire boys!
In the airline industry, and in an ever-changing technological era, maximizing your income can sometimes be a daunting task. Requiring timely updates, every bit counts in order to optimize your revenue, but sometimes ...
In the airline industry, and in an ever-changing technological era, maximizing your income can sometimes be a daunting task. Requiring timely updates, every bit counts in order to optimize your revenue, but sometimes you need an extra set of tools to achieve your business goals. To succeed in this endeavor, Air Baltic selected Amadeus as a technology partner by adopting Amadeus Altéa Group Manager and Amadeus Altéa Segment Revenue Management.
Ever since we signed for Amadeus’ revenue optimization solutions, we haven’t looked back, and we are enjoying the benefits of this move. Thanks to this partnership, we have shifted from a static revenue management control scenario to a dynamic one. The Amadeus system’s ability to assess the customer’s willingness to pay is optimized in real time. This not only ensures one of the most advanced revenue optimization capabilities, but it also allows revenue analysts to apply different business rules in order to maximize income even more. Plus, the software has a very intuitive user interface and notification system that includes both alerts and recommendations.
One of the great advantages of using Amadeus Altéa Group Manager is the possibility of easily handling different types of requests, ranging from revenue management to sales, all through the same platform. On top of that, in order to boost revenue, Amadeus Altéa Group Manager allows you to establish your fares based on the revenue management forecast and have them align with your company’s overall revenue management policy.
Many times, images speak louder than words, which is why we would like to show why we chose Amadeus as a service provider and how we have managed to optimize our revenue:
For more information on Amadeus solutions, please visit its website.
When context is everything, offering relevant information at the right time and place to the traveler is fundamental. But travel technology needs to speak to the traveler in the simplest way. Technology should bring t...
When context is everything, offering relevant information at the right time and place to the traveler is fundamental. But travel technology needs to speak to the traveler in the simplest way. Technology should bring together the travelers, the corporations and the travel management companies (TMCs), and aim to serve the best interest of all three parties. The reality is that new technologies enable a win-win for all.
Conversational interfaces offer opportunities for a more integrated traveler experience
It remains true, even more so today, that for some travelers the mobile phone is the main point of contact with their corporation or TMCs. Mobile is also a vital tool for travelers too when in-destination, and as a result it offers a significant opportunity for the corporation or its TMC. Instant Messaging has become the world’s number one communication tool. In 2017, there were more than 5 billion users on messaging apps, according to Hubspot. Companies need to grasp this opportunity as a way to cross sell, upsell, service and interact with the traveler at each step of the journey.
When combined with the power of artificial intelligence (AI), they can remove the hassle of logging into a self-booking or expense tool and offer travelers a more personalized and hassle-free experience. Artificial intelligence and bots – from travel companion to travel assistant to travel essential – corporations and TMCs sit on a massive amount of data and should leverage this data as a way to build predictive analysis and benchmarks, and to offer relevant and instant information to travelers.
Virtual and augmented reality could enhance traveler confidence
Virtual and augmented reality are very likely to be game changers for the travel industry. In 2016, over 11 million virtual reality (VR) headsets were sold worldwide, according to Statista. VR is expected to reach as much as $70bn by 2020 according to TrendForce, therefore now is arguably the time to get on board with virtual and augmented reality in the corporate travel space. Some leading travel players are already developing interesting solutions. In 2017, we have seen the first VR booking thanks to Navitaire, an Amadeus company, where travelers can purchase a flight and go through the entire booking process from shopping to payment thanks to their VR headset.
Lifting the challenges of business travel today
As technology advances, so do the options to better connect, serve and inspire travelers. Connecting the entire travel ecosystem and powering smarter business travel at every stage of the journey is key for corporations and TMCs to stay relevant.
Download our report, Better Business, Smarter Travel, for more perspectives on managed travel.
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For one of the most unpredictable industries in the world, airlines have had a spell of good weather. 2017 was the third consecutive year the air transport industry generated a rate of return that exceeded its cost of...
For one of the most unpredictable industries in the world, airlines have had a spell of good weather. 2017 was the third consecutive year the air transport industry generated a rate of return that exceeded its cost of capital, and the International Air Transport Association (IATA) expects 2018 to mark the fourth.
In Asia Pacific, the growth story continues on an upward trajectory. Asia Pacific airlines are expected to generate a net profit of $9 billion in 2018, up from US $8.3 billion in 2017. Home to three of the top five fastest growing passenger markets in the world – China, India and Indonesia – this is truly the region to be in. But the good times are not without some dark clouds. Infrastructure constraints could hinder growth if not addressed by all stakeholders, competition continues to put downward pressure on profit, and rising fuel prices will be watched closely.
On the flip side, I see a deep hunger for innovation in this region. Indeed, I would argue that the impetus to achieve that is greater here, as the Asian market expects and demands the high service levels that Asian airlines have come to be known for.
But it will take reinvention, transformation and a greater focus on customers than before.
Finding the sweet spot
In our recent report, ‘Embracing airline digital transformation’, we introduced the ‘product vs service vs convenience’ axis. We found that more than price alone, the value for each traveler lies in the sweet spot where they feel that the balance between product (“It’s a long flight – I want as much legroom as possible”), service (“I want to feel like my holiday has started as soon as I step on the plane”) and convenience (“I need a direct flight; I don’t have time for a stopover”) is achieved.
For airlines, identifying that sweet spot for each individual traveler every time they make a booking, and being ready to respond with relevant offers that will deliver something of value to them, then and there, will be critical to winning the customer over. To deliver this the airline will need a range of building blocks in place:
- A strong omni-channel digital marketing strategy
- Vast amounts of data enabling them to understand the individual traveler
- Merchandising strategies designed for core customer segments and personas
- A clear understanding of their brand and brand proposition.
Airlines need to rethink their businesses from the ground up
We have entered the ‘Fourth Industrial Revolution’ – the era of datafication, constant connectivity and digital workforces. The reality for airlines today is that they are not competing with each other, nor are they competing with what existed before.
Harnessing the potential of the Fourth Industrial Revolution requires Digital Transformation – not an end in itself, nor a means to modernize isolated functions, but a journey that will challenge airlines to rethink their business from the ground up.
In fact, many airlines already have a clear vision and design for the customer experience of the future – what they may not have is the technology, processes or the right skill sets to implement it. Cultural resistance, legacy technologies and operation silos are real barriers. Yet change must happen. And this must start at the top, with leadership showing real commitment to drive real change.
Today is International Women’s Day, and it is a special one. All around the world there’s a movement working towards women’s rights, equality, and justice. As the President of Inspiring Girls in Spain, an internationa...
Today is International Women’s Day, and it is a special one. All around the world there’s a movement working towards women’s rights, equality, and justice. As the President of Inspiring Girls in Spain, an international organization dedicated to connecting young girls to female role models, I’m especially excited and optimistic to celebrate this day.
Inspiring Girls was created four years ago in the United Kingdom by Miriam Gonzalez. She realized that there were few role models for girls and saw that they had limited vision of potential jobs. Inspiring Girls was created to bridge this gap. Inspiring Girls Spain began its activity last year to work against the stereotypes that are prevalent in our society. Often, these stereotypes make girls think that they are not suited to certain jobs. Only 15% of girls in Spain aim for Science, Technology, Engineering, and Math careers (STEM). We need to inform girls about these jobs, and show them that the women who work in these fields are not outliers.
We are happy to join forces with Amadeus to show young girls the wide range of opportunities available. Amadeus is a great example because of its many female leaders. Plus its connection with the business world is impressive. Amadeus’ IT support for our internal systems and platforms will be key in implementing our initiatives around Spain. We expect a continuous flow of volunteers traveling to schools across Spain and Amadeus’ technological expertise is crucial to make this possible.
The stereotypes that limit the potential of girls begins at home. Girls, especially teenage girls, grow up in a micro-climate full of stereotypes. This fact, together with the lack of role models and the low self-esteem they have at this age, limits their options and opportunities. As such, we encourage parents to be careful with the language they use. It is very important that they help and push their daughters so that they feel empowered and that they can achieve anything they want. This is precisely the kind of work we are doing through Inspiring Girls.
We have legions of female role models at Inspiring Girls. They come from all different sectors and backgrounds and are willing to speak up and show girls the options they have in life. On days like International Women’s Day, I encourage everyone to take the opportunity to do the same. It is a simple, focused, and powerful thing that we can all do to raise expectation levels, and help young girls believe in themselves and achieve their goals.
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As a global travel management company (TMC), we put the needs of our corporate customers and their travellers at the heart of everything we do. With customers in over 90 countries, it is essential that we continue to ...
As a global travel management company (TMC), we put the needs of our corporate customers and their travellers at the heart of everything we do. With customers in over 90 countries, it is essential that we continue to innovate our products and services. We have to look ahead to the future requirements of our customers, in order for FCM to stay at the forefront of the TMC sector.
This is why we decided to partner with Amadeus to power our new flagship online booking solution called Seeqa. It’s built on Amadeus’ corporate online booking tool, Amadeus cytric Travel. This has allowed us to build an exclusive roadmap for the platform’s capabilities that includes integrating FCM’s own technology applications and bespoke content.
Over the last few years, the technology that supports a traveller’s journey has changed significantly. Today’s travellers need to be able to book their next trip on-the-go and find the flights, hotels, rail, and car options, as well as other ancillary services they are looking for in just a few clicks. Also, it’s important for the corporation to ensure that whatever the traveller is booking it is within company policy.
One of the first applications that will be integrated and available to our customers is our mobile chatbot application called Sam, which supports business travellers with all aspects of travel throughout their trip. Subsequently, further development work is to be undertaken on the user interface and to enhance the user experience.
Easy to use and agile technology is what travellers and corporations need to manage their journeys. Our partnership with Amadeus ensures that this is a reality for our customers and also gives them access to the widest choice of travel content available. We’re excited to launch Seeqa and to have the support of Amadeus to help deliver better technology and power smarter business travel.
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