A new travel ecosystem based on customer
centricity and digital transformation By
Marion Mesnage, head of Nexwave, Amadeus Suzanna Chiu, head of Amadeus Ventures
W
hile the Covid-19 pandemic may have temporarily brought the world to a standstill, there is now mounting evidence momentum is returning to the global travel sector.
As we renew travel, however, there is a growing awareness things
will never be the same again. After a period of such profound change, there are lessons to be learnt by stakeholders across our industry. At Amadeus, we are focused on utilising the experiences of the past
two to three years to build the future of the travel industry; to take what positives we can from a period of tremendous upheaval and apply them to creating a better tomorrow. Our investments today are not designed to return us to the way
things were, but to advance our sector in innovative ways. A focus for this work is Nexwave, a unit within our organisation with
a mission to incubate new businesses that we hope will shape the travel industry over the next five to 10 years. Our work here is focused, as always, on the traveller, recognising the pain points they face on a journey today, and identifying opportunities for improvement. Here we explore some of our latest innovations, and the impact these solutions will have as we enter the next stage of the recovery.
TRAVELER ID Perhaps the most far-reaching projects to be boosted by the pandemic has been Traveler ID – a platform designed to digitalise the documents necessary to travel, such as passports, visas and other forms of identification. As Covid-19 spread around the world, and authorities responded
with calls for new kinds of health accreditation, the system came into its own. Developing a new authorisation process, we allowed travellers to upload Covid-19 certificates for processing ahead of a trip, directly from their mobile applications or other self-service check-in channels. To date, more than 20 million documents have been verified, with
countless journeys made smoother as a result. But we are not done. We want to be able to cover 100% of travel requirements, pre-trip. When a traveller arrives at the gate, Amadeus wants to offer the
ability to have pre-verification to check they have the right visa, passport, vaccine and any other document that might be required. Our partners can have the confidence travellers have been cleared to fly – while, for the traveller, it brings peace of mind. The evolution of Traveler ID is an example of changes made during the crisis having a positive long-term impact on our sector. The new±
TRAVOLUTION.CO.UKTRA
OLUTION.CO.UK — OCTOBER 2022 — 19 — OCTOBER 2022 — 19
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