AviationThe Self Re-accommodation solution from Amadeus eases the load on airline call centre and airport agents.

Philippine Airlines streamlines customer service efficiency

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Philippine Airlines streamlines customer service efficiency

Philippine Airlines has implemented the new Self Re-accommodation solution from travel technology company Amadeus, which lets passengers choose and rebook their itineraries in the event of flight disruptions.

Passengers are alerted when there is a flight disruption. They can then access the airline’s Self Re-accommodation page, which comprises a booking engine and user interface, and accept the default replacement flight offered by the airline or rebook a different flight for free, according to the airline’s disruption policy.

This reduces the load on Philippine Airlines’ call centre and airport agents managing re-bookings and reduces the airline’s operating costs.

In the seven months since the implementation of the solution, over 160,000 passengers whose flights were disrupted have used the self-service function.

“The Self Re-accommodation tool is an integral part of our omnichannel strategy and provides critical information and control for our passengers when they need it the most,” said Oscar Enrico Reyes Jr., Senior Vice President for Marketing and Sales, Philippine Airlines.

He added that the next step would be to offer passengers a self-service refund tool, without any penalties, if they do not want to proceed with the alternative flights provided.

This implementation is part of a digital deal between Philippine Airlines and Amadeus, and comes on the heels of the carrier's passenger service system (PSS) migration to Amadeus.

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