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Enhanced Customer Experience as Royal Jordanian Undergoes Landmark Digital Transformation with Amadeus


Royal Jordanian will witness a landmark digital transformation through its new-term partnership with Amadeus IT Group.

The airline has signed for the full Amadeus Altéa suite, meaning its critical systems including reservation, inventory and departure control will be moving onto Altéa technology, as well as renewing its distribution agreement with Amadeus.

The new agreement will support Royal Jordanian’s efforts to enhance the customers’ experience from the moment they plan to book until they board the aircraft.

The innovative solutions will make the travel experience seamless by giving passengers more options, like paying for services at the airport or paying a small fee to lock in a fare at a particular price when they book online.

Passengers will also benefit from improved RJ call centre and sales teams who will be better able to offer Royal Jordanian products to customers, allowing for a more flexible offering and personalized packages that suit passenger needs.  In addition, through Amadeus’ Altéa technology Royal Jordanian will have access to the latest NDC capabilities.

Furthermore, during disruption times, passengers will be able to rebook themselves onto flights easily, and use self-service tools to improve their journey, making the overall travel experience smoother and more responsive.

This move sees Royal Jordanian transition away from the current technology environment, in which its processes were handled across multiple vendors and different systems, to a single integrated platform that will allow the airline to better serve passengers and benefit from streamlined internal processes.

The full suite of Amadeus IT solutions will also support Royal Jordanian’s strategy aimed at increasing revenues by upselling ancillary services through multiple channels, improving RJ’s competitiveness and business performance and helping it better measure its key performance indicators.

Royal Jordanian President Stefan Pichler said: “One of the key success pillars in our turnaround plan is the continuous enhancement of passenger services across all touch points. In line with Royal Jordanian’s technology strategy, and in an effort to anticipate the evolution of our traveler experience, we are delighted to expand our core systems portfolio in the passengers’ service with Amadeus.”

He added: “Through our strong partnership with Amadeus, we are confident that this year will mark the beginning of a digital transformation of our passenger journey. This will include many services, such as ancillary products and a branded fare suite, departure control system, loyalty program, payments platform, online and mobile booking, and many more.”

Maher Koubaa, VP Airlines Middle East, Turkey and Africa at Amadeus said: “We are proud to have been selected as Royal Jordanian’s strategic partner as it embarks on a significant digital transformation that will see its systems modernised to support new, more efficient, revenue-generating processes. We look forward to helping the airline work towards its business goals, while ensuring the passenger experience is kept front of mind.”

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Categorised in: Air Transport and cargo, Airline

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