Amadeus to Charge for Help Desk Calls

Amadeus said “some” agency customers in North America will pay $8 per call to the Amadeus help desk, beginning March 1.

For those agencies, the Amadeus Direct online self-service portal will become the “primary resource” for functional support questions. Amadeus did not elaborate on how the agencies were selected or how many would be affected by the new policy.

Sabre and Travelport instituted $10 help desk fees several years ago.

Amadeus said Amadeus Direct offers 24/7 immediate access to the tools and information agents need, providing functional support, troubleshooting help, training materials and account information

It said the policy change will enable the help desk to focus on customers’ more complex inquiries.

Amadeus notified the affected agencies last week. Any help desk charges will be reflected beginning with May invoices.