Amadeus Opens Dedicated Americas Customer Service Center
The new Amadeus Service Center-Americas, a customer help center staffed by Amadeus employees, aims to offer improved customer service to Amadeus subscribers in North and South America.
Scott Gutz, chief operating officer for Amadeus North America, said the center takes a “holistic, integrated and collaborative approach” to service, resulting in more knowledgeable staff, functional and technical support and faster resolution of customer issues.
The center will serve 39 countries, including the U.S. and Canada. It is based in two state-of-the-art facilities — in San Jose, Costa Rica, and Buenos Aires, Argentina — and be open in the same time zones as the customers they serve.
They will work in conjunction with other Amadeus customer support networks worldwide. Additional technical support will be provided from Amadeus’ regional headquarters in Miami and by partner offices in Peachtree City, GA and Kingston, Jamaica.
In recent years, Amadeus has stressed its commitment to the Americas, where it has the smallest market share among GDS companies. Gutz noted that many companies no longer handle customer service in house; by going against the trend, Amadeus can provide help more quickly.
The center’s employees are able to track a customer’s history, both online and over the phone. They also can track issues that arise among its customers worldwide.
Amadeus also is planning to launch a customer extranet for North American travel agencies offering key features such as online bill payment and debit memo processing.
