Technology powerhouse Amadeus has today announced a partnership with Malaysia Airlines, and we’re pretty excited about it.
Why? Because now every time you fly Malaysia Airlines, you’ll get advanced technology solutions from Amadeus.
If you’re confused, this technology takes data about a traveller from multiple sources, builds a 360-degree, real-time picture of who the traveller is, and integrates it with advanced personalisation logic so that the airline can cater to their expectations and demands while travelling.
This will help Malaysia Airlines intimately understand its customers (obviously) and deliver highly personalised offers across all touchpoints, maximising every merchandising revenue opportunity.
Captain Izham Ismail, Chief Executive Officer, and Group Managing Director, Malaysia Airlines Berhad, said the company is excited to adopt Amadeus Customer Experience Management.
“Technology offers us the ability to truly delight our customers, to know them better than ever before, and be able to propose to them the right offers at the right time through the right touch-point, all along their journey.
“They’ve been a true partner – supporting our transformation and sharing the same drive to put the customer at the centre – and we’re glad to take this partnership further,” he said.
Said technology can also help increase revenues by upselling tailored and relevant offers to customers, through the right channels and at the right time; and improve customer retention by delivering personalised, proactive care to frequent travellers in the event of disruption.
Cyril Tetaz, Head of Commercial for Asia Pacific Airlines for Amadeus, said the company’s vision for Airlines was to reach every customer and personalise their experience.
“We have deep respect for Malaysia Airlines. What the airline has achieved in the past year and what it continues to strive to achieve is incredible, and we are humbled to play a part in its transformation.
“Our flagship personalisation solution, Amadeus Customer Experience Management, is a key piece in putting this puzzle together. We’re delighted that Malaysia Airlines has chosen it, and we are excited to continue working with Malaysia Airlines to adapt and evolve its products to go above and beyond meeting the needs of travellers,” he said.
Amadeus and Malaysia Airlines have also celebrated a landmark accomplishment – the successful migration of the airline’s passenger service system (PSS) to the Amadeus Altéa Suite in mid-2017.
The cutover means that Malaysia Airlines’ core passenger processes including reservation, inventory, check-in and departure control now run on Amadeus’ cutting-edge platform.
Malaysia Airlines also completed a successful shift to Amadeus’ e-Retail Internet booking engine earlier in the year.
The new Internet booking engine provided by Amadeus is giving passengers a leaner, more user-friendly experience from booking tickets to pre-purchasing excess baggage, meals and managing loyalty points, all at the click of a button.
Top Employers Institute has also recently recognized the strides that Amadeus has made in its offices in Bangkok, Singapore, and Sydney, naming the company a Top Employer in all three countries.
This is the first time Amadeus has gained the recognition in Singapore, and the second and third consecutive years it has received this award in Sydney and Bangkok respectively.
“This certification is awarded to the best employers in the world, namely organizations that demonstrate excellent employee offerings and employment practices that help people grow personally and professionally.
“Our survey found that Amadeus fosters a conducive work environment and offers innovative initiatives that are forward-thinking and aligned with their company culture,” said the Top Employer’s Institute.
In Asia Pacific, Amadeus boasts a workforce of more than 4,200 people from more than 40 nationalities.
Driven to continue engaging employees across all territories in multiple languages, there is keen focus on building Amadeus’ reputation as an employer of choice, attracting and hiring the right people, and instilling pride to support motivation and retention.
Pablo Alonso, Asia Pacific Human Resources Director at Amadeus, confirmed why Amadeus is killing it.
“At Amadeus, people and culture are at the heart of our business. We place a strong focus on developing our HR practices to create a fully committed, engaged and culturally diverse workforce,” he said.