Philippine Airlines Partners With Amadeus To Revolutionize Passenger Experience

Friday, August 30, 2024

Philippine Airlines (PAL) is poised to transform its technological infrastructure through an extensive partnership with Amadeus, aimed at enhancing the passenger experience across its international and domestic flights.

As the Philippines’ only full-service network, PAL will leverage the seamless integration of customer loyalty data with the Altéa Passenger Service System (PSS) to provide real-time personalization throughout the customer journey. PAL initially began its digital transformation by adopting Amadeus’ Altéa PSS in 2018, and has since expanded its capabilities with Amadeus’ Traveler DNA, a customer profiling and personalization solution.

Philippine Airlines has chosen Amadeus to lead the optimization of its digital channels, with a team of travel industry experts working to overhaul the carrier’s website. This collaboration will create a comprehensive end-to-end customer experience, spanning from customer acquisition to post-travel services. Amadeus will also be responsible for redesigning and operating PAL’s website using a new cloud-based infrastructure, providing managed services to maintain, monitor, and manage the airline’s cloud hosting environment.

The ongoing co-innovation between PAL and Amadeus, facilitated through a dedicated digital lab and competency center, will continue to focus on customizing and enhancing the airline’s digital presence.

Philippine Airlines will also adopt the Amadeus Loyalty Management solution to elevate its Mabuhay Miles program, transforming it into a digital lifestyle loyalty platform. This will offer greater flexibility in serving loyalty members and boosting engagement.

With modern loyalty technology, PAL will gain access to a comprehensive suite of capabilities, including currency retailing, an enhanced user interface, a loyalty member portal, targeted promotions, real-time benefit allocation, and advanced member recognition and segmentation. Additionally, PAL will be able to expand its loyalty partner network, offering an intuitive, self-service partner management portal.

These digital services and loyalty solutions are fully integrated with the Altéa PSS suite and Amadeus’ partner technologies, delivering unmatched value in personalized service for PAL’s customers.

Captain Stanley Ng, President, Philippine Airlines says,“At Philippine Airlines, our vision is to create a truly memorable travel experience for our customers. Amadeus is the leading provider of advanced technology solutions for many airlines and one of the most reliable players in the airline digital transformation space. Our website and the Mabuhay Miles program are key aspects of our digital strategy. This partnership with Amadeus will help us strengthen our technology infrastructure in these areas further. With Amadeus’ expertise and unique understanding of the travel industry, we will be able to keep service levels high and anticipate future technological developments in the market. We look forward to working with Amadeus as we progress on our digital transformation journey.”

Javier Laforgue, Executive Vice President, Travel Unit & Managing Director, Asia Pacific, Amadeus says, “Philippine Airlines is a longtime and valued partner – we’ve worked together on a number of ambitious projects already. Today, I am thrilled to go further with the airline as it embraces our industry-leading knowledge and technology. We have a team of dedicated experts working closely with Philippine Airlines to elevate and optimize its website and we will also work alongside the carrier to grow its loyalty program, to improve customer experience, and increase engagement of loyalty members. Amadeus provides services and technology that ensure our airline customers always maintain a high-performance environment and we are honored that Philippine Airlines has placed its trust in us to undertake such an important technology transformation.”

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