Air France-KLM partners with Amadeus to accelerate modern airline retailing transformation

Air France-KLM and Amadeus have signed a landmark agreement to bring airline retailing into a new era through Nevio, Amadeus’ next-generation solution for” Offer and Order” native capabilities. 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. 

A seamless and personalized 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 personalized offers: Customers will benefit from more tailored options that better match their preferences and needs.

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.”

Pierre Olivier Bandet, Executive Vice President, Air France-KLM Information Systems added, “System transitions of this magnitude only happen so often, and I am excited to embark on this journey with Amadeus, the MOON team, and the entire Air France-KLM IT organization. This transformation will not only bring us a best-in-class Order Management System, but also simplify our IT ecosystem through the phase out of several legacy applications. This will provide the Group with a modern, flexible technical foundation that will drive value for years to come.”

Decius Valmorbida, President of Travel, Amadeus said, “Amadeus Nevio has been specifically designed to offer exceptional flexibility, allowing Air France-KLM to select the modules that align with its unique needs, creating a perfect fit for their operations. The partnership illustrates our ongoing commitment to supporting industry transformation and our dedication to actively driving this change. This is the future of customer-centric retailing.”

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.”