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Case study

How Air France empowers passengers in times of disruption

Air France is putting its customers’ needs at the heart of the re-accommodation process. Thanks to Amadeus Self Re-accommodation, the airline is empowering its disrupted passengers to choose their preferred rebooking option in self-service mode via a responsive design website.

Travelers can easily retrieve the possible options and make their decisions online, while needing less support from the call center or airport agents. This ensures peace of mind and increased customer satisfaction with access to consistent information across all channels.

For Air France, Amadeus Self Re-accommodation increases operational efficiency by allowing to automate the re-accommodation process fully. It also accelerates the recovery time by enabling its call center and ground staff to focus on handling complex operations, such as group booking or passengers with special needs, and helps toward a faster recovery. The airline can also estimate no-shows and take consequent actions.

“In early September 2020, we implemented the self re-accommodation flow. We are very satisfied with the first results. During the first month of usage, more than 20,000 customers connected and 32% of them used the tool to either accept the default flight or choose an alternative one. The Amadeus Self Re-accommodation solution has a positive impact on our customers’ satisfaction, and it will have a positive impact on our call centers.”

Aurelie REDON – Head of Disruption Program, Air France