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MAS improves Customer Experience with Amadeus

December 14, 20173 minute read
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Malaysia Airlines (MAS) has adopted Amadeus Customer Experience Management, following the signing of an agreement with the company recently. The airlines is already using the Amadeus Altéa Suite and has successfully completed the migration of the passenger service system (PSS) in mid-2017. Customers can expect an improved Customer Experience with the implementation of initiatives introduced by the new addition.

Processes already running on Amadeus’ cutting-edge platform include reservations, inventory, check-in and departure control. In addition, the airline successfuly completed the shift to Amadeus’ e-Retail Internet booking engine earlier in the year. The new Amadeus powered  Internet booking engine gives passengers a leaner, more user-friendly experience, covering:

  • ticket booking 
  • pre-purchasing excess baggage, meals and
  • managing loyalty points

with the the click of a button.

Customer Experience – what to expect?

The technology integraties with the Amadeus Altéa Passenger Service System. It is designed to deliver an excellent customer experience by delivering highly personalised offers.

Some examples include:

  • Does the customer usually purchase excess baggage? 
  • Have they had an experience that did not meet expectations that needs something extra on their next flight? 
  • Do they prefer chauffeur service upon arrival?

While these particular points most directly affect Business or Frequent Flyers, other passengers are not forgotten. The technology collects the traveller’s data from multiple sources and builds a profile which is integrated using advanced personalisation logic. This enables the airline can cater more effectively to the passengers’s travelling needs.

…. Malaysia Airlines has always taken pride in delivering outstanding, warm hospitality, and we see an opportunity to do so with an even greater level of personalisation. …… We’ve had a great journey with Amadeus so far. 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. Izham Ismail, Group CEO, Malaysia Airlines Berhad

Amadeus is positive about the relationship with Malaysia Airlines.

…. 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. Cyril Tetaz, Head of Commercial for Asia Pacific, Airlines, Amadeus

Travel agents are happy

Malaysian travel agencies have welcomed Malaysia Airlines’ move to the Amadeus Altéa Suite, as many are already using Amadeus systems. These agents can now share passenger name record (PNR) with Malaysia Airlines, making it easier to immediately see:

  • airport disruptions 
  • changes in schedule
  • instant confirmation for special requests including meals or seats

Agents also have access to the most up to date view on seat availability and fares. This allows the agents to provide better service and more efficiency for their customers.

Book your tickets on the Malaysia Airlines website or through your preferred travel agent.

# Amadeus Altéa Suite, Malaysia Airlines, Passenger Service
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