Philippine Airlines Elevates Customer Experience with Amadeus Traveler DNA

Philippine Airlines is taking a significant leap forward in its digital transformation journey by prioritizing a deeply personalized passenger experience. This ambitious initiative is set to redefine the way the carrier interacts with its passengers, moving towards a future where every interaction is not just seamless but uniquely tailored to each individual.

By integrating Amadeus Traveler DNA into their operations, Philippine Airlines is embracing an advanced customer profiling and personalization solution. This technology will provide the airline with real-time, comprehensive insights into traveler preferences, enabling the prediction and customization of sales, service, and the overall customer journey.

The adoption of Traveler DNA means that Philippine Airlines can now seamlessly incorporate valuable insights and personalization logic directly into their business processes. This ensures relevant and timely communication with travelers, offering them a smooth and customized experience each time they fly.

Such personalization capabilities are crucial for improving customer retention, especially in minimizing the impact of travel disruptions through proactive customer care. Additionally, it opens up opportunities for upselling by offering deals that are specifically tailored to the needs and preferences of the customers, thereby enhancing brand loyalty and satisfaction.

The integration extends to the airline's Altéa Passenger Servicing System (PSS), ensuring consistency across all channels and touchpoints. This holistic approach to passenger service is a testament to Philippine Airlines' commitment to innovation and customer-centricity.

Aurea Patria Vidal, the Chief Information Officer of Philippine Airlines, highlighted the transformative potential of Traveler DNA, stating, "Our vision for the future is powered by innovation, data, and the incredible capabilities of Traveler DNA." She emphasized the goal of transcending traditional air travel boundaries by creating personalized experiences that resonate with passengers on a deeper level.

Jonthan Tong, SVP at Amadeus, also commented on the collaboration, underscoring the importance of a comprehensive understanding of travelers to deliver more personalized experiences. He expressed pride in working with Philippine Airlines to enhance customer experience and deliver on the carrier's vision.

Philippine Airlines has consistently been a pioneer in adopting digital technology, with the Amadeus Altéa PSS and Self Re-accommodation solution already under its belt. The integration of Traveler DNA is another step towards making travel more intuitive, responsive, and aligned with the diverse needs of passengers, promising an era of enhanced digital engagement and personalized air travel.