Kerry Philipovitch, senior vice president of customer
experience at American, added, “A single passenger
services system will allow us to empower all employees
to deliver information faster and with greater
consistency across all touch points – and ultimately
pave the way for new innovations in how we deliver
customer service in the years to come.” Because
Sabre is the platform currently being used at American
Airlines, it should minimize disruption for the maximum
number of people and systems by bolstering employee
readiness, speeding up implementation and improving
customer responsiveness throughout the integration.
The airline’s reservation system is foundational to the
entire customer travel experience, including flight
schedules, customers and employees rely on the system to
identify available flights that meet their travel needs,
the system delivers flight status and gate location
information as well as the customer check-in and
boarding processes. In addition airport
employees use the airline’s reservation system to match
baggage with destinations for improved efficiency and
enhanced customer service. The process for American and
Sabre to complete the system integration is expected to
take up to two years.
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