Flag carrier Philippine Airlines (PAL) implementation of Amadeus’ new Self Re-accommodation solution to improve its customer service whenever there is flight cancellation by the airline,was dubbed a success for the airline.
Amadeus Self re-accommodation Solution works to reduce the load on Philippine Airlines’ call center and airport agents managing re-bookings, ultimately reducing the cost of operations for the airline.
“For us, customer experience is key,” said Oscar Enrico Reyes Jr., senior vice president for marketing and sales at Philippine Airlines.
PAL said it already benefited from the Passenger Service System (PSS) since it went online this year by helping more than 160,000 passengers with disrupted flights to re-book, transfer or refund flights.
“During the first seven months of the solution going live, more than 160,000 passengers with disrupted flights have benefited from this self-service tool. ” Reyes said.
“ Our next step is to give more control to passengers by empowering them with a self-service refund tool, without any penalties, if they are not happy with the alternative flights provided.”
The Amadeus Self Re-accommodation solution is part of the Amadeus Digital Experience Suite,which provides support for travelers in the event of flight cancellations or delays.
When a disruption occurs, Philippine Airlines’ passengers will receive an alert, redirecting them to the airline’s Self Re-accommodation page. There, they can accept the default flight offered by the airline or choose a replacement flight free of charge according to the airline’s disruption policy.
No comments:
Post a Comment