Case Study: SWISS achieves faster disruption recovery with Amadeus Passenger Recovery

Swiss - Customer Case Study

SWISS, the airline, needed a faster and more controlled way to manage flight disruptions such as delays and cancellations, which were driving high costs, customer dissatisfaction, and heavy manual rebooking workloads. It wanted a centralized, automated, and optimized decision-support tool that could improve passenger recovery while keeping service costs in check, and it worked with Amadeus to build that capability.

Amadeus implemented Amadeus Passenger Recovery for SWISS using an Agile approach, integrating it with Altéa and other systems to automate re-forecasting, rescheduling, rerouting, rebooking, and passenger notifications. The result was a major reduction in recovery time: a 100-passenger cancellation that previously took 3 to 4 hours to resolve can now be handled in just 2 to 3 minutes, improving speed, consistency, and cost efficiency across SWISS disruption management.

Swiss

Jan-Christian Schraven

Head of Operation Control