Enhanced Customer Experience as Royal Jordanian undergoes landmark digital transformation with Amadeus

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Amman - Royal Jordanian (RJ) 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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About RJ:

A leading carrier in the region, Royal Jordanian, which was established in 1963, has the clear vision of being the Airline of Choice that connects Jordan and the Levant with the world.

From its hub at Queen Alia International Airport, RJ operates a fleet of 26 young aircraft to reach 47 direct destinations, providing an extensive travel network for its customers, via Amman, to Europe, the US and Canada, North Africa and the Far East.

Since the 4th quarter of last year, the airline has been executing a five-year turnaround plan that consists of four main pillars, including becoming the No. 1 airline in the Levant, achieving sustainable profitability, being a Customer Champion by delivering a consistent customer experience, and being the Employer of Choice through attracting talented workforce.

Through 12 international airline partners in the oneworld alliance, RJ can offer a network of over 1,000 cities in more than 150 countries.

Also, Royal Jordanian is a leading provider of air cargo services in the Middle East, offering fast, reliable and safe shipping services. RJ’s cargo sector plays an important role in enhancing the national economic development and supporting Jordan's exports to the world.

About Amadeus

Amadeus is a leading provider of advanced technology solutions for the global travel industry. Customer groups include travel providers (e.g. airlines, hotels, rail and ferry operators, etc.), travel sellers (travel agencies and websites), and travel buyers (corporations and travel management companies).

The Amadeus group employs around 15,000 people worldwide and does business in more than 190 countries. The company has central sites in Spain (corporate headquarters), France (development) and Germany (operations), and offices in 70 countries around the world.

This year marks 30 years since Amadeus was founded. Throughout 2017, the company will be celebrating 30 years of collaboration with customers, 30 years of technological innovation and 30 years of helping power better journeys for travellers all over the world.

The group operates a transaction-based business model.

Amadeus is listed on the Spanish Stock Exchange under the symbol "AMS.MC" and is a component of the IBEX 35 index.

To find out more about Amadeus please visit www.amadeus.com, and www.amadeus.com/blog for more on the travel industry.