Amadeus’ journey to become a force in the travel industry
The travel industry is one of the most complex and interconnected sectors in the world. Airlines, airports, travel agencies, and hospitality providers must keep pace with rapidly evolving traveler expectations.
To meet these challenges, travel technology provider Amadeus has embarked on a far-reaching digital transformation journey. ServiceNow is acting as an accelerator and enabler of Amadeus’ ambitions to become a transformative force in the industry.
The collaboration allows Amadeus to modernise operations, reduce friction for customers, and scale innovative solutions for its clients worldwide. This helps ensure that every part of the travel experience, from booking to arrival, runs smoothly.
Addressing challenges in travel operations
In the travel environment, complexity and pressure are constant. Organisations face significant volumes of customer interactions and demand for seamless, personalised service across multiple touchpoints.
By adopting ServiceNow workflow automation, Amadeus has built a connected backbone that unites frontline and back-office teams. This enables more efficient end-to-end operations.
Amadeus has taken an integrated approach across all internal processes, using the efficiencies of the cloud. From field service to proactive incident resolution, teams now operate on a single platform, breaking down silos and improving visibility across the organisation. This has enabled faster decision-making and better coordination for both internal teams and customer support.
Customer workflows connect travel industry players to Amadeus' innovative customer experience. Whether they’re looking for support or to order an Amadeus product, they use the same interconnected platform.
Driving innovation and operational excellence
As part of this transformation, Amadeus is working with ServiceNow to strengthen infrastructure and manage millions of critical resources across airlines, airports, and hotel properties. Key technologies, powered by ServiceNow AI, enable Amadeus to anticipate and prevent service disruptions should they occur, including:
- RaptorDB, a high-speed data processing solution for real-time insights
- Low-code/no-code tools, empowering teams to deploy new solutions rapidly and at scale
- Performance analytics, allowing faster, data-driven decision-making
Building a future-ready infrastructure
By using the ServiceNow AI Platform, Amadeus is modernising its operations while building a future-ready infrastructure that empowers airlines, airports, and hospitality providers to deliver exceptional traveler experiences—both now and into the future.
Now, with agentic AI, it’s possible to optimise workflows and unify employee experiences, connecting teams across the organisation. This is transforming the travel industry—not just for Amadeus, but for all players working with the company. It empowers partners to quickly get up to speed while gaining advanced insights and efficiency to drive success.
According to Pavle Subarevic, head of ordering, delivery, and service solutions at Amadeus: "The ServiceNow AI Platform has such potential because of its integration capabilities. The more information we feed it, the more valuable the ecosystem it serves."
Amadeus’ digital transformation demonstrates how a cloud-based platform can turn even the most complex operations into predictive, scalable, and resilient systems.
Find out how ServiceNow can help you automate your processes for greater efficiency.