Since our piece in early April about the issues with the Bag Drop system used by Malaysia Airlines at Kuala Lumpur International Airport KLIA, the airline has announced initiatives that will help to address this problem and others that impact upon passenger self–service check-in and departure formalities.
In the announcement, Malaysia Airlines officials noted that this is a major deal with global travel technology leader Amadeus for a new Passenger Service System (PSS) using the Amadeus Altéa Suite, which will greatly raise the benchmark for traveller experience before they even board the aircraft.
What the Altéa Suite delivers
The streamlining of passenger service solutions will cover a range of functions to improve customer experience in reservations, passenger self–service check-in, departure control and e-commerce as well as giving the airline more efficient control of inventory.
Malaysia Airlines subsidiary Firefly, a full-service point-to-point carrier operating short haul flights out of Kuala Lumpur’s Subang Airport, has been using the New Skies Reservation System developed by Navitaire, recently acquired by Amadeus, since 2007. As such Malaysia Airlines passengers should expect to find making their bookings easier in the months to come.
As a result of the introduction of the Amadeus systems, Malaysia Airlines will be able to offer travellers
- enhanced speed and convenience
- a sophisticated web booking experience
- state of the art mobile applications
- bundled offers to suit individual needs
Passengers can look forward to a more user friendly experience, from booking tickets to pre-purchasing excess baggage, meals and managing loyalty points, all at the click of a button.
…. We are determined to give Malaysia Airlines the technology platform it needs to provide the world’s best services to our customers. The move to Amadeus, underpinned by a groundbreaking continuous release approach to development, will truly put Malaysia Airlines at the leading edge of airline technology globally. Malaysia Airlines’ Group CEO Christoph Mueller
His comments were echoed by Hazem Hussein, Executive Vice President, Airline Commercial, Amadeus Asia Pacific
…. We are pleased to be selected by Malaysia Airlines to help the airline optimise its operations and revolutionise the customer experience. By choosing Altéa, Malaysia Airlines will join a strong group of more than 120 forward-thinking airlines that understand the necessity of flexibility and customer centricity that our technology is able to bring to its operations. Hazem Hussein
The agreement will also ensure Malaysia Airlines have greater co-operation with its codeshare partners and within the oneworld alliance, enabling a streamlined customer experience between member airlines.
With the finalisation of the transaction by the end of June 2016, and the implementation of this advanced technology, Malaysia Airlines should be well-equipped to manage the complex and dynamic conditions in the ever-changing global airline market.