Airlines run on data, speed, and experience today, and Passenger Service Systems (PSS) are at the heart of it all. With the global PSS market expected to surge to nearly USD 28 billion by 2031, its strategic importance is clearer than ever.
However, as airlines modernize their technology landscape, migrating from legacy PSS platforms to next-gen systems has become inevitable — and incredibly complex. According to Forrester's Application Modernization and Migration Services Buyer's Guide, many enterprises lack the internal capabilities to navigate such high-stakes transformations independently.
Without rigorous testing, PSS migrations can be dangerous, triggering operational disruptions, revenue leakage, customer dissatisfaction, and long-term reputational damage.
What is PSS, and What Does PSS Migration Involve?
A Passenger Service System (PSS) is a set of core software solutions airlines use to manage every stage of a passenger’s journey—from booking and ticketing to check-in and boarding. The PSS typically includes three main components:
Over 100 interconnected airline applications rely on the PSS to deliver smooth operations across departments. These systems collectively power everything from loyalty programs to ancillary sales and customer notifications.
Most airlines operate on platforms provided by one of the three major Global Distribution Systems (GDS): Amadeus, Sabre, or Travelport.
PSS migration refers to the transition from one PSS platform to another. This process is complex and typically includes:
PSS migration is far more than a technical switch—it touches nearly every function of an airline’s operations. Done right, it sets the stage for better performance and scalability. Done poorly, it can disrupt flights, customers, and revenue.
Airlines pursue PSS migration for several strategic reasons:
Despite these advantages, the migration process is fraught with challenges that can negate potential benefits if not properly managed.
What are the Risks of PSS Migration for Airlines?
PSS migration is a high-stakes initiative. If not planned and tested properly, it can introduce significant risks that impact customer experience, operational continuity, and financial performance. Key risks include:
Each of these risks can be mitigated—but only with a rigorous, end-to-end testing and quality assurance strategy that covers both technology and process alignment.
Hidden Costs of Inadequate PSS Migration Testing
Neglecting thorough testing during PSS migration can lead to several costly issues:
These hidden costs underscore the necessity of a robust testing strategy to ensure a smooth transition.
Coforge’s Comprehensive Testing Approach
At Coforge, we've developed a structured yet adaptable testing strategy to mitigate migration risks that involves:
Test Strategy and Planning
Our approach begins with a detailed test strategy that aligns with the overall migration plan. This includes resource allocation, timeline establishment, and coordination with all stakeholders to ensure comprehensive coverage.
System Integration Testing
We validate that all interfaces between the new PSS and existing systems function correctly, ensuring seamless data flow and interoperability.
Business Process Testing
Our team examines over 1,000 business processes, developing more than 14,000 test cases covering areas such as reservations, ticketing, inventory management, and loyalty programs to ensure the new system supports all critical operations.
Data Migration Testing
We employ a sample-based testing approach to verify the accurate transfer of millions of active passenger records. Multiple rehearsals enhance data coverage and refine the testing process.
User Acceptance Testing
We confirm that all system enhancements meet the airline's specific requirements and function as intended in real-world scenarios.
Defect Management
Our proactive defect management process ensures that issues are identified, classified by severity, and addressed promptly, preventing critical defects from reaching the production environment.
Case Study: Etihad Airways’ Successful Migration
Etihad Airways' migration to Amadeus Altea, one of the largest PSS transitions in recent years, exemplifies the effectiveness of our approach. Collaborating closely with Etihad and Amadeus, Coforge ensured:
The decision to migrate to a new PSS is significant, with far-reaching implications for an airline's operations and profitability. As highlighted in Forrester's findings, enterprises must modernize their application assets to avoid the costs associated with technical debt. A meticulously planned and executed testing strategy is not just a technical necessity but a business imperative. By investing in comprehensive testing, airlines can mitigate hidden costs, ensure operational continuity, and fully realize the benefits of their new PSS.