Air France-KLM and Amadeus have signed an agreement to bring airline retailing into a new era through Nevio, Amadeus’ next-generation solution for Offer and Order native capabilities. BTN Technology Editor, Mike Sawicki, reports.

At the heart of this transformation is the adoption of the IATA ONE Order standard, which will elevate the customer experience to meet the evolving needs of digitally savvy consumers.

Today, customers typically need to juggle multiple documents such as the Passenger Name Record (PNR), the Electronic Ticket (ETK) and Electronic Miscellaneous Documents (EMDs) for each booking.

The partnership with Amadeus, based on modern airline retailing principles, will simplify operations and the customer experience by putting in place a single, streamlined source of truth – the Order – much like how e-commerce operates today.

This partnership advances Air France-KLM’s ambition to update its current systems and move to a modern Offer and Order native system.

This multi-year effort will be orchestrated by the Air France-KLM MOON (Moving to Offer and Order Native) program, in close collaboration with Amadeus.

Angus Clarke, executive vice president and chief commercial officer, Air France-KLM Group said: “Our move to Modern Airline Retailing, is a key pillar in our commercial strategy, as reflected in our broad commitment to MOON program.

“By leveraging the power of next-generation retailing systems, we will continue to elevate the customer experience.

“This partnership with Amadeus will allow our customers to track the entirety of their travel in one, accessible order, receive more personalized offers that reflect their diverse needs, and do more self-servicing.

“I am confident that we will be able to deliver this vision in the years ahead in close collaboration with Amadeus, a long-trusted technology partner.”

A seamless and personalised travel experience

With this transformation, Air France-KLM customers will benefit from:

• A single unified travel record: Customers will have a single order that contains all their travel details, including services provided by third parties.
• Enhanced servicing: Customers will be able to make modifications to their travel and ancillary services more easily.
• More personalised offers: Customers will benefit from more tailored options that better match their preferences and needs.

Maher Koubaa, executive vice president travel unit and managing director EMEA, Amadeus said: “We are pleased to welcome Air France-KLM as the latest customer to subscribe to Amadeus Nevio.

“This new generation of airline technology helps airlines deliver the best possible retailing experience to customers across all their operations, and at every touchpoint.

“We are dedicated to supporting Air France-KLM in its retail transformation and, more generally, to accelerating the pace of the industry’s move to customer-centric retailing.”