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Australian national carrier Qantas began a relationship with Amadeus in 2000 that has
significantly changed the way it sources IT solutions. Among the key services from Amadeus
that have made a dramatic difference to Qantas is Altéa Inventory, the airline industry’s
first new inventory management product in 30 years. This is regarded by John Willett, CIO
Qantas, as “a great success story”. A policy of working with a small number of strategic
suppliers has seen Qantas reshaping its own world in partnership with Amadeus, IBM and
Oracle.
By turning to Amadeus Qantas was able to engage in a major project without having
to commit huge resources. This is the great attraction of Amadeus’ Altéa Customer
Management Solution (CMS). With hundreds of specialists dedicated to the airline industry
Amadeus can keep on rolling out improvements across its customer base and continue to
incorporate the experiences of its clients in new releases of its family of products.
Fast Learning Curve For Qantas Staff
One of the prime characteristics of the Altéa Inventory implementation at Qantas has been
the way staff could master a steep learning curve in a very short time. Part of managing
yield is monitoring various prices so that the airline can react to sales of tickets on a
particular flight. If passengers are not flocking to one flight then it makes sense to keep
cheap fares available for longer than normal. Equally there are some routes that will always
sell tickets – for example the Friday night trip between Sydney and Melbourne - so Qantas
uses Altéa Inventory to provide instant data on demand and bookings to adjust pricing
policy as potential passenger loads rise or fall. Altéa enables Qantas decide where to make
seats available at certain price levels.
Qantas Case Study.indd 1 17/04/2006 10:45:51
Willett is very enthusiastic about the impact of Altea Inventory. “It has had the highest
rate of user acceptance that I have ever seen here at Qantas.” He singles out the graphical
interface of the system for particular praise. Design clarity means that major schedule
changes are relatively easy to accommodate, allowing more efficient use of time of Qantas
technical staff. The flexibility that came with Altéa allows Qantas to concentrate on revenue
and how to improve it throughout the year.
Niche concerns of Qantas that required their own lines of computer code, such as its
contract to transport members of the Australian Defence Forces, were easily incorporated
into the service. Changes to the inevitably complex Qantas schedule were an onerous twice
yearly exercise involving a daunting amount of information. Each new timetable could take
over 10 days to organise. Since the migration to Alteá this can be accomplished in as little as
four hours.
Happy Birthday From Qantas
Adopting a new approach to the way it uses technology is not just good for Qantas. It
is great news for its passengers. Willett and colleagues are determined to fine-tune the
experience of travelling on Qantas for each traveller. This sounds like a tall order. Surely the
only difference between flying a route with one carrier and choosing another is the size of
seat and quality of inflight catering?
Not so, insists Qantas. If the screen in front of the check-in agent displays personalised
information divulging the fact that, for example, today is a customer’s birthday, or that on a
recent flight the customer suffered a significant delay in taking off, then the agent can greet
that person in an appropriate way. This level of detail helps Qantas staff to deliver a more
personalised level of customer service.
Ease of training check-in agents is just another side effect of Amadeus’ involvement. Altéa
DCS will cut a fortnight’s standard training down to days, and given the normally high
turnover in this occupation across the airline industry this matters. “We are constantly
training new check-in agents, anything to make the system easier to use and quicker to train
improves our operations.”
And with Altéa DCS those agents are discovering a wealth of new information at their
fingertips.
Travellers will be unaware of the new regime behind the check-in desks, but the benefits are
very tangible. Qantas’ current departure control system (DCS) was originally built by British
Airways and is termed Qantas Universal Business Environment (Qube) and is in the process
of being replaced by Altéa DCS. “When there is a disruption such as a change in aircraft
moving customers is a complex and manual process. We want to use the technology to
simplify and streamline that process to minimise disruption both to the business and our
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