Case study

SWISS Disruption Management

Amadeus IT Group

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The expert collaboration between Amadeus and SWISS has made major steps in addressing the issue of disruption, which affects airline staff and passengers alike.

Disruption in the aviation industry is inevitable, but it is also expensive and frustrating. Passengers can be left inconvenienced and disgruntled when trips are ruined by delays or cancellations. For airlines, the resulting costs can spiral out of control, with reputations damaged.

SWISS airlines - which has to rebook some 150,000 passengers every year due to disrupted flights - decided to tackle disruption head on, becoming the first airline worldwide to deploy Amadeus Passenger Recovery. This decision-support tool deals with all aspects of disruption management, helping SWISS to respond, recover and regain control of an unexpected situation quickly and efficiently.

This Case Study highlights the expert collaboration between Amadeus and SWISS, which involved extensive development, testing and re-testing. The end result is a customized disruption solution which meets the needs of SWISS and its passengers. Early signs already indicate tangible benefits for SWISS:

"Passenger issues can be addressed systematically and therefore more easily, at lower costs, with better results and at greater speed." - Jan-Christian Schraven, Head of Operation Control, SWISS.

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Customer Testimonial, Altea