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Call centers are still a significant channel for many airlines, accounting for 15 percent of total airline bookings Call centers are still a significant channel for many airlines, accounting for 15 percent of total airline bookings

Finnair Enlists Amadeus for Call Centre Payments

Finnish flag carrier, Finnair, has become the first airline to deploy global travel technology provider Amadeus’ new call centre payments product, Amadeus Agent Pay.

The product aims to allow airlines to take payment more securely whilst improving customer experiences by removing payment from call centre conversations.

Airline agents using the solution send their customers a link, via SMS or email, to a secure webpage; the customer can then complete the payment from their smartphone, tablet or PC. The solution also allows customers to pay with alternative methods like PayPal and Alipay.

The ticket is kept on hold, and issued automatically once the payment is completed.

After deploying the solution in its Finland call centre, Finnair reported fewer manual payment errors and faster call resolution.

Satu Karaksela, manager, digital customer care, Finnair, commented, “After seeing the positive impact on customer experience and call resolution times, we have also introduced Agent Pay for our chat-based customer service agents.

“Facilitating payments in this way has allowed us to resolve many more customer queries on first contact, improving customer service and freeing up agents’ time. We’re also testing Agent Pay at the airport.”