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Last updated - Apr 2020
Given the nature of our business and global reach, Amadeus is fully committed to and recognizes the benefit of having a global Business Resilience Management approach. This consists of providing the organization with the mechanisms and tools to anticipate, prepare for, respond and adapt to events that could adversely impact our people, systems and infrastructure, and manage disruption to minimize the potential impact.
When it comes to disruptive events, our priority is always to ensure the well-being of our employees and as such, we have mechanisms in place to ensure we can manage and respond to events that can impact our workforce. We constantly monitor events that may have the potential to affect our people’s health and safety and their ability to work.
More precisely, as well as Global Crisis Management Teams, we also have Local Crisis Management Teams that manage these types of events locally through:
These tools have been tested and are now being executed. Our teams are working normally so we are confident that our preparation for crisis events has worked and that we will be able to continue servicing our customers without disruption in the coming weeks.
Some of the measures taken, both at local and global level, are:
On January 30, the World Health Organization declared the Novel Coronavirus outbreak (since renamed COVID-19) a Public Health Emergency of International Concern. At Amadeus, we are closely monitoring this situation in close contact with trusted sources of information such as International SOS and the World Health Organization itself, both at group and local level. We are also following local authority guidance on any change, locally or globally, that can affect our employees.
With regards to the developing coronavirus event (COVID-19), we are supporting Amadeus sites in and near affected countries to ensure we are taking necessary precautionary measures and are addressing employee concerns. We have actioned our business continuity plans, both at local and group level, and are working normally, regardless of whether sites are open or working remotely.
Other specific measures include:
Our main priority is to ensure our employees well-being and also to continue servicing and assisting our customers with as little disruption as possible.
Amadeus recognizes the uniqueness and specificity of its main data center, and as such we have implemented a clear and specific business continuity plan, which has been defined in accordance with the ISO standard 22301 for this sort of event. Our plan for this critical Amadeus site documents all the procedures that will guide us to respond, recover, resume, and restore to a pre-defined level of operation following disruption. All critical processes have been identified and the associated resources, manpower, hardware, software, and physical resources have been secured.
Some of the measures included in such plan and that are now underway, include:
Upon confirmation of the first coronavirus case, we asked our technicians and engineers to work from home to prevent contagion. We have also requested them not to meet each other and to come to work on the equipment only when absolutely necessary and always in a split team fashion. Remote working capability has been increased not just to the key resources to critical processes but also to support day by day operations. In order to prevent overwhelming common global resources, additional backup plans have been created in order to reduce the capacity demand towards external providers (e.g. CSPs).
We believe that the situation is well under control and we are confident that our preventive and risk mitigation measures will be effective until the COVID-19 situation is resolved. As of today, we can confirm that our data center is working normally and we are able to continue servicing customers without disruption. Our follow the sun operations, which includes Sydney and Miami teams, continues to remain in place. Teams are working remotely but offering uninterrupted service.
Amadeus has implemented its business continuity plans across all its sites, which means the immense majority of our workforce is working remotely. All Amadeus employees in our Headquarters in Madrid and Nice are working from home until further notice, following local authorities’ guidance. That is also the case in other key sites such as Bangalore or Singapore. Our priority is to ensure the well-being of our employees, as well as to support our customers and our communities.
As of today, we can confirm that all our sites, including the core ones mentioned above, are working normally and we are able to continue servicing customers without disruption.