Philippines – In a recent move aimed at enhancing traveller communications, service carrier company Philippine Airlines has recently announced the integration of Amadeus Traveller DNA, offering advanced customer profiling and personalisation solutions in its business operations.
This strategic move will enable the carrier to leverage real-time and in-depth traveller intelligence to understand, predict, and personalise sales, service, and the overall end-to-end customer experience.
For this initiative, Traveller DNA will seamlessly integrate valuable insights and personalised strategies into the airline’s business operations, facilitating relevant traveller communications. This equips the company with the necessary intelligence needed to offer its passengers on every travel occasion.
The company also aims to enhance customer retention by minimising the effects of travel disruptions through proactive customer care. In this case, the carrier can further increase their revenue by presenting tailored offers that align with the specific needs and preferences of its customers.
Said approach not only fosters brand loyalty but also enhances customer satisfaction by enabling the airline to anticipate and address the needs of valued customers through personalised services.
Additionally, the said solution is also integrated into Philippine Airlines’ Altéa Passenger Servicing System (PSS), ensuring consistency across all channels and touchpoints, encompassing airline agents, travel agents, and online platforms.
Talking about this initiative, Aurea Patria Vidal, chief information officer at Philippine Airlines, remarked, “Our vision for the future is one that is powered by innovation, data, and the incredible capabilities of Traveller DNA. With this technology, we stand at the threshold of a new era—an enhanced digital era that promises to enhance our ability to know and understand our customers on a deeper level. By harnessing the power of traveller DNA, we aim to go beyond the conventional boundaries of air travel. It’s about understanding the unique preferences, habits, and aspirations of our passengers and using that knowledge to create tailor-made experiences that resonate with them.”
“As we navigate this digital frontier, we must acknowledge that the true magic of Traveller DNA lies in its ability to humanise technology. It’s not about replacing human touch but enhancing it, making our services more intuitive, more responsive, and more attuned to the diverse needs of our passengers. We are pleased to continue innovating with Amadeus to make the travel experience better for our passengers,” added Aurea.
Jonthan Tong, SVP, head of Southeast Asia, India Subcontinent, and Greater China at Amadeus, also said, “Traveller DNA is among the continuous innovations we are deploying through our joint digital lab with Philippine Airlines. The importance of providing a complete picture of travellers so airlines can offer them a more personalised experience cannot be understated.”
“We are proud to work with Philippine Airlines to improve the customer experience while delivering on the carrier’s vision to put its passengers at the heart of everything they do. Amadeus’ Traveller DNA solution will ignite incredible personalisation opportunities across the entire journey—from search to the moments of truth,” concluded Jonathan.
