August 29, 2024 TnH Global

Philippine Airlines chooses Amadeus to upgrade its digital channels and improve traveler experience

Flag carrier of the Philippines set to adopt a wide range of digital services and solutions
Amadeus to provide website management and optimization services with dedicated team of experts to drive industry leading practices
Carrier will implement an advanced loyalty management solution for its Mabuhay Miles program

Philippine Airlines (PAL) is set to revolutionize its tech stack with a broad set of solutions and services from Amadeus to enhance the travel experience of passengers on its international and domestic flights.

The Philippines’ sole full-service network will benefit from the full integration of customer loyalty knowledge and data with the Altéa Passenger Service System (PSS) to deliver real time personalization throughout the customer journey. Philippine Airlines first embarked on a digital transformation journey with the adoption of Amadeus’ Altéa PSS in 2018 and more recently Amadeus’ customer profiling and personalization solution, Traveler DNA.

Philippine Airlines has selected Amadeus to provide a team of travel industry experts with unique knowledge of airline website optimization to completely evolve the carrier’s digital channels.

Working hand-in-hand to create a truly end-to-end customer experience, from acquisition to post travel, Amadeus has been contracted to redesign the airline’s website and operate it from a new cloud based infrastructure. Amadeus will provide managed services to maintain, monitor, and fully manage the cloud hosting environment of the Philippine Airlines website.

Co-innovation through an established digital lab and competency center organized between the two companies will continue, with a focus on further customizing and enhancing the carrier’s website.

Philippine Airlines will implement the Amadeus Loyalty Management solution to enhance the proposition of Mabuhay Miles, powering its transformation into a digital, lifestyle loyalty program. This will provide more flexibility to better serve loyalty members, increasing their engagement.

The modern loyalty technology will empower Philippine Airlines with a full range of capabilities including currency retailing, a modern UI experience, a loyalty member portal, targeted promotions, real-time identification and allocation of benefits, as well as advanced acquisition, member recognition and segmentation. The carrier will also be able to expand its loyalty partner network, offering them an intuitive, self-service partner management portal.

The digital services and loyalty solutions feature full integration with the Altéa PSS suite, as well as technology from Amadeus’ partner network, driving unparallelled value for Philippine Airlines in delivering personalized servicing to its 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 which we’ve worked together with closely on a number of ambitious projects. 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.”