Philippine Airlines (PAL) will deploy an advanced customer profiling and personalisation solution, Amadeus Traveler DNA, on its journey to ensure that interactions with its passengers are not only seamless but also deeply personalised.
The carrier will benefit from real-time, comprehensive traveller intelligence to understand, predict, and personalise sales, service, and end-to-end customer experience.
Amadeus Traveler DNA automatically integrates valuable insights and personalisation logic into the airline’s business operations for relevant traveller communications. This gives PAL the intelligence needed to offer its passengers a smooth and tailored journey every time they travel.
These personalisation capabilities will also enable PAL to improve customer retention by minimising the impact of travel disruptions with proactive customer care. The carrier can also increase revenue by upselling relevant offers tailored to its customers’ needs and preferences. Brand loyalty and customer satisfaction are also improved by enabling the airline to anticipate and respond to the needs of valuable customers with personalised services.
The solution is also integrated into PAL’s Altéa Passenger Servicing System (PSS) which allows for consistency across all channels and touchpoints, including airline agent, travel agent, and online.
“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,” shared Aurea Patria Vidal, chief information officer, PAL.
Jonathan Tong, senior vice president, head of South-east Asia, India Subcontinent & Greater China, Amadeus, added: “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 carriers’ vision to put its passengers at the heart of everything they do.”