Philippine Airlines elevates passenger experience with innovative Amadeus Traveller DNA personalisation

Wednesday, February 7, 2024

Philippine Airlines is embarking on an ambitious digital overhaul to make its interactions with passengers not just smooth but also highly customized. The airline is dedicated to designing personalized experiences, nurturing relationships, and providing unwavering support to its passengers at every stage.

To realize these goals, Philippine Airlines is implementing a sophisticated system for customer profiling and personalization, named Amadeus Traveler DNA. This system will empower the airline with real-time, detailed insights into traveler behavior, enabling it to tailor sales, services, and the overall customer journey with great precision.

Traveler DNA will seamlessly blend important insights and customization logic into the airline’s operations, ensuring communications with travelers are timely and relevant. This strategic move will equip Philippine Airlines with the tools to deliver a consistently personalized and effortless travel experience.

Furthermore, these customization features will enhance Philippine Airlines’ ability to keep customers coming back by proactively managing travel disruptions and offering customer care. By offering promotions that closely match individual customer preferences and needs, the airline aims to boost its revenue. This approach also fosters brand loyalty and increases customer satisfaction by allowing the airline to meet the unique needs of its most valued customers with tailored services.

Additionally, the integration of this solution with Philippine Airlines’ Altéa Passenger Servicing System (PSS) ensures a uniform experience across various platforms, including interactions with airline and travel agents as well as online engagements.

Aurea Patria Vidal, Chief Information Office, Philippine Airlines says, “Our vision for the future is one that is powered by innovation, data, and the incredible capabilities of Traveler 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 Traveler 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 Traveler DNA lies in its ability to humanize 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.”

Jonthan Tong, SVP, Head of Southeast Asia, India Subcontinent & Greater China, Amadeus, says, “Traveler DNA among the continuous innovations we are deploying through our joint digital lab with Philippine Airlines. The importance of providing a complete picture of travelers so airlines can offer them a more personalized experience cannot be understated. We are proud to work with Philippine Airlines to improve the customer experience while delivering on the carriers’ vision to put its passengers at the heart of everything they do. Amadeus’ Traveler DNA solution will ignite incredible personalization opportunities across the entire journey – from search to the moments of truth.”

Philippine Airlines has consistently led the way in embracing cutting-edge digital technology, exemplified by its adoption of the Amadeus Altéa PSS and Self Re-accommodation solution.

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