Amadeus Global Report 2018
A business, financial
and sustainability overview
46 Amadeus Global Report 2018
3. Customer experience
One of Amadeus’ core principles is to place our customers at the
heart of everything we do. Amadeus seeks to anticipate and fulfill
the needs of all our customers, delivering value to them with
accountability throughout all stages of their experience with us,
from the beginning to the end.
As the travel industry evolves, our customers’ expectations do
as well. We listen to their voice and evolve our organization and
approach to deliver an experience that meets and even exceeds
3.1 Customer service
Amadeus delivers a wide range of learning, support, automation,
content and security management services. These help our
customers to succeed by:
_Helping them train, understand and use Amadeus solutions
_Providing the highest level of functional and technical support
_Securing and integrating travel industry content
_Offering related consulting and value-added services at key
touchpoints of the customer relationship
The vision of our Customer Service teams is to provide the
best customer service experience in our customers’ eyes. This
is achieved by continually challenging the status quo to meet
evolving customer needs, as well as developing and improving
our performance. In 2018 Amadeus brought customer service
closer to our customers by reorganizing our service capabilities
with dedicated teams that serve different segments: travel
agencies, corporations, airlines, airports and hotels, among other
travel industry providers worldwide. This allows us to serve
our customers in the way that best fits their specific needs
GRI 103-1, 103-2, 103-3 (Efficiency and operational excellence),
103-1, 103-2, 103-3 (Customer satisfaction)
47Amadeus Global Report 2018
3. Customer experience
Services we offer
Support services: always there
for our customers
In order to ensure proximity to our customers, we have built a strong
local, regional and global presence.
_Level 1 customer support is provided to our distribution
customers by our local and regional helpdesk organizations.
Customers have the support close to them, in the local language
and with knowledge of market-specific products. Airlines can
opt for an in-house helpdesk or outsource their Level 1 support
to our Amadeus customer services experts.
_Level 2 support is provided by the Amadeus Service Management
Centers, which form a virtual support network distributed across
Amadeus employs a follow-the-sun approach that provides
seamless 24/7 service from our Service Management Centers.
Amadeus support services
Level 1 Level 2 Level 3
The structure of this network is designed to guarantee technical
and functional support at any time for all our customers worldwide.
Our Service Management Centers located in Miami and Nice
serve our travel agency, corporate and airline customers, while
those in Bangkok and San José (Costa Rica) serve travel agencies
We also have dedicated service centers for airline customers
in Dallas, London, Istanbul, Dubai, Bangalore, Manila, Tokyo
_Level 3 support: our expert teams collaborate closely with
Amadeus’ R&D, product management and operations teams to
minimize R&D incident resolution time, reduce incident backlogs
and improve the accuracy of responses. The synergies of their
expertise allow for continuous improvement of the investigation
and recovery of non-code-related incidents in complex areas.
Main Customer Service locations1
1 This diagram refers to the main locations for Customer Service, including the global
sites and regional service centers. It does not include local sites.
48 Amadeus Global Report 2018
3. Customer experience
Amadeus’ content management and security teams integrate
and secure industry and customer data.
Our data management experts ensure that relevant, reliable
and quality content is available to our customers 24/7. They also
ensure the quality of the data fed into the Amadeus system from
external data providers such as the International Air Transport
Association (IATA) or the Airline Tariff Publishing Company (ATPCO).
Their core business knowledge allows them to share expertise and
provide Level 3 support to customers on a wide range of products
and domains including reservations, inventory, ticketing and pricing,
as well as security and access management.
These experts analyze customer issues and provide
recommendations through tailored services such as on-site
customer training, data reports and fare filing on behalf of
customers. One of the key services in this scope is consulting
to ensure that customers make the best of Amadeus solutions.
Our data experts are also responsible for worldwide and
centralized security administration for Amadeus employees and
customers. Their activities cover the integration, implementation
and security of all travel industry content, ranging from schedules,
fares, currencies and airport codes to security settings for offices,
terminals and printers, as well as credentials for employees
and new customers.
To ensure that our customers make the best possible use of
our technology, Amadeus delivers a blend of online, offline and
instructor-led learning on Amadeus solutions. We use a variety of
flexible formats such as self-paced e-learning, videos, instructor-
led virtual training, webinars, classroom training, user guides
and online help.
We support the increasing demand for customized learning
services from our customers globally, regionally and locally with
relevant and flexible learning solutions. Our training services
are delivered as standard in English for our airline customers,
and whenever possible we provide training in local languages
depending on the customer segment.
We evolve as the needs of our customers evolve. In 2018 we
deployed a new global online learning platform called Amadeus
Learning Universe. It is available via Amadeus Service Hub, our
online customer service portal, and customers can access learning
and solutions information any time they need it, 24/7.
Data hosted in the Amadeus system
Fare type codes
Bank selling rates
Passenger type codes Excess baggage
CRAS access Office IDs
Fare quote security
Credit card validation
Form of payment
Provider codesCity codes
Daylight saving time
Frequent flyer numbers
49Amadeus Global Report 2018
3. Customer experience
Customers place a great amount of trust in Amadeus when
changing the core of their business to new technologies.
Whether it is an effortless installation of front-end systems, or
implementations of highly sophisticated solutions, we are present
and support our customers along this journey.
Some airlines have limited resources and expertise to handle
the implementation of new technologies. Since 2017, when
we implemented a new approach in support of these airlines,
we have been using our experience and expertise to guide them
through the implementation process and challenges. This helps
alleviate the pressure on their resources and ensure a smooth
transition to the new systems.
A team of technical analysts are fully engaged in ensuring
that when technical incidents impact our system and services,
our teams minimize the impact on customers and reduce the
resolution time. These experts, based in our global operations
center in Erding (Germany), monitor business performance to
detect major issues before customers report them. The teams
correlate incidents to changes made in the system, drive recovery
efforts and anticipate the potential impact. When incidents
happen, they proactively notify our customers to ensure their
business continuity. Since the creation of this team, the results
show that mean time to recover (MTTR) for major business
incidents has been significantly reduced. Additionally, the teams
have improved the speed of their communication with customers
by reducing the time it takes for them to receive critical incident
notifications by 50%. This is done via the Amadeus Critical
Incidents Center online portal, and it allows our customers
to make faster