SITA creates first ‘live record’ of airline passengers
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Airlines will now be able to get a lot closer to their passengers thanks to an innovation called Customer Journey, from the airline IT specialist, SITA. The new technology provides a “live” record of the passenger’s experience with the airline, including seat preference, meal choice and the last time they made a complaint.
SITA is the first airline passenger management system provider to migrate from the use of a legacy Passenger Name Record (PNR) - the historical standard for data storage – to a new generation Customer Journey record which provides reservations agents with real-time customer data through a single open integrated data base.
Francesco Violante, SITA’s CEO, said; “The information available through Customer Journey includes service experience which allows the airline to ensure no repetition of any disservice. We are pleased to have delivered this on schedule as part of the expansion of our Horizon passenger management portfolio. Other innovative modules will follow.”
Customer Journey is a new feature of SITA’s Horizon passenger management portfolio used by 138 airlines and several of them have already been to SITA’s demonstration facility in Atlanta, to see the new functionality in action during beta testing. According to SITA, the technology will be further developed to capture additional data such as hotels, car hire, trip insurance and other travel related services.
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