SkyTeam, the global airline alliance co-founded by Delta, has launched SkyTeam Rebooking, an innovative technology solution designed to reduce inconvenience caused to customers by flight delays, cancellations, and diversions. An industry first, and more than five years in development, SkyTeam Rebooking is initially available at 43 airports before being rolled out across the alliance’s network over the coming months.
SkyTeam is the first airline alliance to introduce a technical solution for the airline industry that enables access to passenger itineraries across multiple, global reservations systems when passengers are facing an irregular operation. SkyTeam Rebooking overcomes the complexity of connecting different systems. Once fully implemented, frontline agents of SkyTeam’s 20 airlines will be able to access reservations and rebook customers onto another member’s flights using their own reservation platform.Customers affected by disruption to their travel plans can present themselves at a SkyTeam member airline’s ticket or transfer desk up to 48 hours before departure, to be rerouted onto the next available SkyTeam flight.
“Delays and cancellations are a fact of life in travel, but with SkyTeam Rebooking we are tackling the issue head-on to deliver more seamless service to customers, especially when their journey doesn’t go as planned,” said Perry Cantarutti, SkyTeam’s CEO. “Irregular operations are a moment of truth for airlines and a critical opportunity to demonstrate customer centricity. Since the roll out of SkyTeam Rebooking began, thousands of passengers have been helped by our members thanks to this new technology.”
SkyTeam Rebooking is being rolled out in two phases, with the service available now in 21 countries, across Europe, the Middle East, Africa, Asia and Latin America. The second phase, due to be completed in late 2018 will cover the US and Canada.
This is the latest innovation from SkyTeam, which became the first alliance in 2012 to offer an aligned series of airport benefits for its top customers when it launched SkyPriority. The service is now offered by all 20 members and is available at more than 1,000 airports worldwide.