The National Flag Carrier of Saudi Arabia, Saudia, goes monumental in their digitization journey by adopting a cutting edge, guest-centric approach. Through this transformation, traditional booking data (PNRs & e-tickets) are convertedinto a dynamic Orders, which enables a more personal, flexible, and more intuitive travel experience. Leveraging the latest in Amadeus technology, this modernisation milestone delivers an increase in productivity and starts a new chapter for Saudia of optimising its guest service offering.

Transition to the Order-Based System: Revolutionizing Travel

Traveler needs are a moving target; and Saudia has met these challenges with the implementation of Order. In contrast to the older ways of generating booking PNRs and electronic tickets as separate records, an Order represents a dynamic record of all services and purchases associated with a passenger’s journey. This invention creates a live, full view of all of the traveler\’s purchases, from the time of ordering to the time of payment, from the moment of delivery to the moment of service delivery.

With this solution, Saudia has significantly simplified its processes and gained the ability to better serve customers at every touch point. Now that they have moved on from antiquated systems, the airlines can track every single detail of a traveler’s journey, delivering a more personalized, seamless experience that meets the unique demands of each passenger.

Customization Of Service At Every Step

There are some notable benefits that can be achieved by implementing this new transformation: on-demand customization features for passengers. Saudia can aggregate and rationalize traveler information into one system of record using the Order. This allows the airline to get to know what passengers prefer and offer or serve them accordingly. Saudia can now provide a truly tailored experience for each individual traveller – from hand-picking cabins to amending and customizing service, all in real-time.

The move to an Order is a key part of the airline’s ambition to re-imagine the travel experience. By capitalizing on the power of real-time data, Saudia will be able to create flexible pricing and service models, and enhance customer engagement, effectively maximising every touchpoint of the traveler’s journey to suit today’s discerning travelers.

Amadeus’ Role in Facilitating the Transformation

Saudia partnered with Amadeus to enable the transition to the digital world. Amadeus was able to offer the intelligent bridging needed to ensure a smooth translation from Saudia’s previous PSS into the new Order-based system. Using Amadeus’ technology capabilities, Saudia successfully turned legacy PNRs into dynamic Orders in the new Amadeus Nevio platform. Through this collaboration, Saudia has been able to operate as usual while transitioning to a more agile, data-driven model of working, thereby delivering the highest standards of operations and customer experience.

Amadeus’ smart bridging technology avoids any disruption to the airline’s operations on their existing infrastructure, while adding new benefits from the Order-based system. This partnership is an example of how strategic partnerships can bring about significant change within the aviation industry.

About Joint Collaboration Leading Innovation

The evolution of Saudia’s digital experience is supported by its continued alliance with Amadeus. The twocompanies have set up joint innovation centres as they continue to work together to improve and develop the airline’s operational capabilities. These are innovation hotbeds that will enable Saudia and Amadeus to come together and continue to push the envelope when it comes to technology and retailing.

Working closely with Amadeus, Saudia will leverage the latest trends in technology to ensure that it makes the very most of its investment, and is able to take advantage of new trends as they come. As Saudia further develops, we, and both companies are committed to pushing the envelope and driving industry-defining passenger experiences and look to the future of aviation.”

Aviator as Retailer, Island by Island

Saudia’s adoption of an Order-based approach is about more than just adopting new technology — it’s a symbol of retail revolution in the airline sector. In doing so, the airline is preparing the industry for a future when all elements of a passenger’s travel experience are woven together into a single, dynamic record. This kind of integration will eventually help Saudia provide personalized service, dynamic pricing, and deploy a fully digital experience faster.

The implementation of the Order-based solution puts Saudia at the forefront of the airline retailing revolution, enabling the airline to do business with more flexibility and responsiveness as it best serves its customers. Better serving customers and driving more efficiency and more profit, Saudia says, it is in a stronger position thanks to data-informed operations.

A Future Fueled by Data and Innovation

In rolling out and enhancing its Order-based capability, Saudia is redefining customer service and operational excellence in the aviation sector. By integrating Amadeus’ technology, the airline will have the tools it needs to face future pressures and use new technology and data to enhance every step of its guests’ journey.

This transformation is in its infancy. Saudia has ambitions to expand and continues its focus on technological innovation, and remain a pioneering airline in the domain of digital transformation. The airline is redefining travel for its guests with more personalized, flexible, contactless, efficient and safer flight experience.

Saudia and Amadeus’ Vision for the Future of Travel

Saudia’s commitment to adopting the Order platform, and leveraging Amadeus’ innovative technology, represents a major milestone in the carrier’s digital transformatio n. Saudia will have the tools to provide personalisation, operational efficiency, and defining travel experiences for its guest by centralising every aspect of passenger journey and touch points in a single dynamic record. This revolutionary change doesn’t just make Saudia a frontrunner in the airline industry’s digital transformation – it represents the future of data-driven, personalized air travel.