Industry-first solution helps airlines better manage delayed and cancelled flights

Julia Sattel

Senior Vice President, Airlines, Amadeus IT Group

This content is only available in this language.

A delayed or cancelled flight can ruin your holiday if you’re a traveller and your reputation if you’re an airline. But just how can technology help us better manage the age-old problem of flight disruptions?


Enter the Amadeus Personal Disruption Companion – the industry’s first solution for helping airlines handle flight disruptions based on personalised and intelligent re-accommodation options. This new solution will enable travellers to enjoy a better travel experience whilst offering airlines the chance to save costs, more effectively manage their passengers, and merchandise at the same time.

How it works?

It works by understanding and analysing who is travelling and to where, and then provides personalised re-accommodation options through their mobile device, thus improving communication and ensuring the relevance of re-accommodation options, while avoiding time spent waiting on the phone or in endless queues at the airport.

The new solution allows airlines to automate the entire disruption management process from end to end, managing everything from tickets to EMDs through to inventory updates, extra services, new boarding passes and even baggage transfer to the new flight. Additionally, it also helps airlines make merchandising offers to travellers before, during and after their re-booked trip, such as free hotel or cabin upgrades or even additional paid services such as use of a spa at the airport.

We believe that the market opportunity for the industry to deliver more effective disruption management is huge. When things go wrong passengers want to see automated and intelligent re-accommodation options and offers that are personalised and bespoke to their unique needs. We believe that as an industry there is a great opportunity here to deliver a better travel experience as part of an intelligent and dynamic global travel ecosystemwhich places at its very heart the ever-evolving 21st Century traveller.

Launched in partnership with TAM Airlines, the Brazilian national airline and part of the LATAM Airlines group, Amadeus Personal Disruption Companion was presented for the first time at PhoCusWright’s Travel Innovation Summit, where the solution was runner-up in the Established Companies awards.

Have a look at the full Amadeus Personal Disruption Companion press releasefor more about this dynamic new solution.


Traveler Experience