Seamless Technology Transformation through Passenger Service System (PSS) Migration for a Large UAE Airline

Business Challenge

The client took a strategic decision to migrate their PSS service to Amadeus Altea. PSS being core to an airline’s operations, the client wanted to minimize any risks, ensuring a smooth migration, protect their brand and realize value from new capabilities.

Coforge Solution

Coforge designed and structured the program with end-to-end System Integration Services across 20+ domains (Reservations, fares, Schedules & Availability, ancillaries, ticketing, seating, merchandising, disruption, passenger processing, frequent flyer, messaging) covering over 50 impacted applications

In order to ensure smooth & successful delivery, Coforge set up a Dedicated Program Management office supporting activities across client, Airline partners, airport and 20+ vendors.

As “System Integrator”, Coforge delivered the following

• Solution Architecture & Design for new PSS Landscape.
• Business Process Alignment & Re-engineering for process mapping to Amadeus Altea.
• Middleware development covering interfaces for 50+ impacted applications.
• End to end testing covering Business process, regression, integration, non-functional and automation testing
• Data Migration and cutover to new PSS
• Premium 24*7 Hyper care Helpdesk.

Results

• 100% on time delivery of milestones with successful implementation covering 67 airports across multiple digital channels.
• Migration of 1.5+ Million PNRs, 1.3+ Million Tickets and 200 K+ EMDs.
• Business Process Optimization across 20+ areas, for 6 contact centers, resulting in a 30% reduction in call handling time.
• Streamlined and Automated 100+ business processes.
• Testing efforts reduced by 30% based on accelerators & tools with 11,000 ready test cases.
• Learning Management System (LMS) to train circa 2,750 staff in different areas.

Key Highlights

This case study shows the value of using a System Integrator with proven experience in both the travel industry and managing a large complex IT transformation involving 20+ airline business areas and 20+ vendors for a successful migration.