Key Partners of Philippine Airlines Passenger Service System or PSS (Amadeus Altea System)

KEY PARTNERS OF PHILIPPINE AIRLINES
 Passenger Service System or PSS (Amadeus Altea System)

 heart of an airline’s IT infrastructure and is the system responsible for managing
several customer transactions with airlines from booking a ticket to boarding the
flight, and servicing after one’s flight.
 Philippine Airlines invests in technologies and innovations to improve customer
experience and to help achieve its 5-Star Ambition.
 offers full reservation, inventory, departure control, and flight notification
capabilities while delivering an enhanced end-to-end experience for customers from
booking to check-in to departure.
 PAL Passengers can expect the following benefits from Amadeus Altea:
 Easier booking, automated customer preference recognition
 Faster check-in process
 Better online check-in experience
 Seamless service from interline partners
 Real-time, personalized alerts for flight changes, etc.
 Cash-Plus-Miles redemption (online, PAL Ticket Office, or Hotline)
 Year-round Miles redemption for any seat / any fare
 Cash Payment via Payment Centers
 Payment Centers are our accredited partners which provide the passengers the
convenience of paying their online flight bookings in cash basis only. Through
Payment Centers, paying for your travel becomes easier and more convenient even
without a credit card.
 Alipay
 an escrow service that protects your payments when buying online. With Alipay,
your payment is only released to the seller after you complete booking creation and
have successfully processed payment by inputting your (Alipay) payment details.
Alipay.com is a third-party online payment platform from the Alibaba Group,
providing safe and secure online transactions.
 SM Store
 Philippine Airlines and The SM Store recently formalized a joint program
partnership called “Shop Your Way to a Dream Get Away Promo”.
 Under the promo, every PHP 2,000 single receipt purchase at The SM Store by SM
Advantage and SM Prestige members entitles them to one electronic raffle entry and
a chance to win PAL Mabuhay Miles in weekly and monthly draws culminating in a
grand raffle. If a loyalty card member uses a PNB Mabuhay Miles Credit Card, he/she
gets double entry.
 Grand prize winners will have the chance to choose from any of PAL's 44
international and 31 domestic destinations. All 2,000 cashiers of SM stores
nationwide will also offer Mabuhay Miles membership. Interested parties will be
able to place their application forms in drop boxes made available in all SM Malls or
sign-up by visiting www.mabuhaymiles.com.
 Skyroam
 PAL recently launched a new service innovation called the myPALRoam – a global
mobile hotspot that provides easy, fast, secure and affordable mobile data anywhere
in the world. This newest offering by the flag carrier is made possible through its
partnership with Skyroam.
 With almost everything just a click away, getting connected is key. This technology
on connectivity has allowed them to be linked to virtually anyone, anywhere in the
world.
 Hawaiian Airlines
 Philippine Airlines (PR) and Hawaiian Airlines (HA) recently forged a code-share
partnership which will provide passengers convenient connections between the
Philippines and the Hawaiian Islands.
 Philippine Airlines is proud to forge a codeshare partnership with Hawaiian Airlines
from Honolulu in O‘ahu to the inter-island points of Līīhu‘e, Hilo, Kona, and Maui.
From these points, passengers can visit other neighboring island destinations
including Kaua‘i and Hawai‘i Island
 As they widen their route network, they aim to not only provide point to point
travel, but to create passenger traffic beyond the main gateways. All these are geared
towards providing passenger convenience and satisfaction.
KEY RESOURCES
 value propositions
The quality and nature of an organization’s key resources command how well the same
organization is able to fulfill its value proposition (Anastasia, 2018). For PAL its value proposition is
to give customer a quality flight with a touch of Filipino Heart. The Pal Asia showcases the
hospitality and warmth culture of Filipinos. As being the first Airlines providing international flights
it aims to give the passengers an experience of how Filipino culture is. It is Asia's first airline
continues to devote its efforts towards meeting customer needs by sustaining fleet modernization,
flight route network expansion and service innovation.
 Distribution Channels
Campaigns. Campaigns specifically radio campaign and print campaign. PAL has made its
first print campaign back on 2013 in UK and its radio campaign on London. According to the
marketing communication news, the campaign aims to build awareness amongst non-Filipino flyers
that PAL is an airline representing the best of Filipino culture: hospitality, warmth and total care.
The in-flight travel experience provides a host of comforts for long haul passengers including wide
seat pitches, innovative cabin configurations, gourmet food, myPAL Wi-Fi, in-flight entertainment
and PAL Boutique. And these said campaigns will run on PAL’s YouTube page, digital run on
Facebook and YouTube.
 Customer Relationships
Human Key Resources. In order to create Custer relationship, a human key resource must
exist. In this king of resources, individuals of the said company will be able to communicate and
cater the needs of their customers. For the Philippine Air Lines also known as PAL, its cabin crew is
the key resource required to establish a customer relationship. Cabin crews who are friendly,
accommodating and approachable to its passengers.
 Revenue Streams
Financial resources. Specifically, the promos and discounts offered by the airlines.
Transaction revenue is being utilize wherein revenues are being earned from the customer by
rendering services. As for the PAL the services itself is its way of gaining its revenues. The discounts
and promos are only its strategies to attract potential customers.
CUSTOMER RELATIONSHIP
 Lowest Fare Offered - Lowest published fare would depend on date/time of booking, ticket
validity, flight and class of service requested.
 Notifying Customers of Known Delays, Cancellations, and Diversions - always endeavor to
bring you to your final destination as scheduled.
 Baggage Delivery – always endeavor to make their customers and their baggage travel
together.
 Expeditious Processing of Refunds - They will ensure that, subject to ticket restrictions,
refunds are processed once PAL receives a complete set of required documents.
 Accommodation of Passengers Needing Special Assistance - Our commitment to provide the
total quality travel experience to our riding public will never wane regardless of whether or not
a passenger may have special needs and/or a disability.
 Customers’ Essential Needs During Lengthy Tarmac Delays - We have a Contingency Plan for
Lengthy Tarmac Delays, aimed at minimizing the inconvenience caused by such delays.
 Oversale of Flights - As an industry practice, airlines can overbook their flight to serve as
buffer for confirmed passengers who do not show up for their flights. This is what we call a
Denied Boarding Situation.
 Responsiveness to Customer Complaints - PAL will respond quickly to customer
complaints. It is available in their website, www.philippineairlines.com.

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KEY PARTNERS OF PHILIPPINE AIRLINES

 Passenger Service System or PSS (Amadeus Altea System)

 Cash Payment via Payment Centers

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