$1bn investment: Etihad transforms passenger services with new check-in, sales system

As part of its $1 billion investment in passenger experience, Etihad Airways, the national carrier of United Arabs Emirates (UAE) said it will make its ‘Big Switch’ to new, state-of-the-art, passenger sales, website, and check-in systems next week.

This, according to the airline, is the most significant milestone in its $ 1 billion, ten-year, deal with Sabre Airline Solutions. The Passenger Service System (PSS) transformation project is the most challenging Information Technology (IT) and business-critical initiative that the Abu Dhabi-based airline has implemented in its history. It involved intensive training for 6,700 Etihad Airways and third party staff.

The Big Switch, according to the airline, will integrate Etihad Airways’ current PSS into one platform that will utilise cutting-edge software across its reservations, inventory, ecommerce, distribution and departure control activities.

The new Sabre Airline Solutions-PSS, which starts on 23 February, will offer significant enhancements to the customer experience especially in areas such as mobile and guest communications. Peter Baumgartner, Etihad Airways’ Chief Commercial Officer, said the software is due for completion on 24 February.

“Therefore during 22 and 25 February Etihad Airways asks passengers to follow key guidelines to help ensure any disruption to their travel experience is kept to a minimum.

The key messages for customers travelling during that period are that they should arrive at the airport four hours before the flight is due to depart; where possible check-in online from 24 hours before departure and print boarding pass beforehand and bring to the airport and if unable to check-in online, they are to bring a copy of email confirmation and / or travel itinerary”, he said.