MAKING TRAVELLERS INTO CUSTOMERS

Thomas DREXLER

Global Head of Rail; Amadeus IT Group SA, Spain

12 July, Session: Customer Expectations, Room A

Thomas DrexlerGlobal Head of Rail, Amadeus IT Group SA, Spain12 July, Session: Customer Expectations and Room A

Content

Introduction – the challenges facing the rail distribution

Travellers total trip experience

A standard way to sell

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Thomas DrexlerGlobal Head of Rail, Amadeus IT Group SA, Spain12 July, Session: Customer Expectations and Room A

Steam locomotive

Fuel locomotive

Electric locomotive

High speed locomotive

Today1800’s

More COMFORT & better SECURITY…

In the last century, the only major changes in the rail industry are train related

Source: Solucom3

Thomas DrexlerGlobal Head of Rail, Amadeus IT Group SA, Spain12 July, Session: Customer Expectations and Room A

Introduction The global travel industry is being transformed by the

development of high speed rail networks

However, there are 3 distinct challenges

1. Competition between railways (direct on own routes e.g. NTV/Trenitalia, WestBahn/ÖBB), airlines and cars means railways must have a better distribution strategy to be more visible in traveller’s sales channels or lose market share

2. Rail can no longer have a purely domestic focus due to the opportunities of the 21st century international traveller

3. In-house legacy systems are in silos, inefficient and unable to support new revenue opportunities, with poor international reach

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Thomas DrexlerGlobal Head of Rail, Amadeus IT Group SA, Spain12 July, Session: Customer Expectations and Room A

Rail tomorrow?A customer-centric offer

Services

Before the trip During the trip After the trip

Greater choice in product selection

Customised purchase

Advanced search Service

catalogue Multi-channel When traveling

Penetration of mobile

Real-time travelling information

Geo-location Customised

experience

When exiting Multi-touch point

experience Customer care Membership

program Customer profiling

Information exchange

When purchasing

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Thomas DrexlerGlobal Head of Rail, Amadeus IT Group SA, Spain12 July, Session: Customer Expectations and Room A

Amadeus Total Rail: a standard way to sell rail

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Rail Direct Connect

Amadeus Global Rail Sales Platform

Fares & Pricing

Reporting and Analysis

Data Configuration

Schedules & Inventory

Amadeus RailOperations Engine

Indirect Sales Channels Direct Sales ChannelsAgent Track

Web Service Track

Corporate Track

Reservation Track

Internet Track

Kiosk & Onboard

Track

Mobile Track

Amadeus Air

FlyByRail

Other RU

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Thomas DrexlerGlobal Head of Rail, Amadeus IT Group SA, Spain12 July, Session: Customer Expectations and Room A

A standard way to sell

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The Amadeus Rail Sales Platform is well on the road to becoming the first GLOBAL rail sales platform

Agent Track Air and Rail

...Thank youfor your kind attention