Cathay to change to new reservation system

Thursday, February 2, 2012

CATHAY Pacific Airways will change over to a new passenger reservations system on the weekend of Feb. 11 and 12. The new technology will replace an in-house system introduced in the 1980s. The change will ensure Cathay Pacific can continue to meet passengers’ needs in the future, the company said in a press statement.

During the transition, it will be necessary for the airline to temporarily suspend certain customer facing technology. This includes Cathay Pacific’s Web site,
www.cathaypacific.ph, and its mobile sites.

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The airline’s flight schedule over the weekend, however, will be unaffected by the changeover.

Cathay Pacific chief operating officer Ivan Chu said, “Our current system has served us well. However, just as we upgrade the products and services our customers can see and touch, we must also update our technology behind the scenes so that we can support the continued growth of our airline and the expanding expectations of our customers.”

Alliance

The new Altéa reservation and inventory system is provided by Amadeus, the same reservations system used by the majority of oneworld alliance carriers. Cathay Pacific is a founding member of oneworld.

Mr Chu said, “Preparations for this change began several years back as it is quite a massive undertaking. For example, as just one part of the process during the cutover, we will migrate more than one million passenger bookings between systems.

Unfortunately, as we modify the reservations system and more than 40 down line systems, we’re forced to temporarily suspend some of the conveniences that our customers appreciate and count on. We appreciate their understanding and patience for these necessary measures.”

The Cathay Pacific Web site will be taken offline worldwide at approximately 3 p.m. on Saturday, Feb. 11. Functionality will be brought back online in stages throughout the day on Sunday. The majority of the site will be available by 8 p.m. on Sunday.

Online check in and self-service kiosks at airports will also be unavailable throughout much of the weekend.

Cathay Pacific will be unable to sell or modify Cathay Pacific tickets from 3 p.m. on Feb. 11 until the system comes back online the next day. Travel agents will be able to put new reservations on request, but those bookings will not be confirmed until the system resumes service. Accordingly, passengers needing to buy or change tickets or make special requests for travel on 11 or 12 February are encouraged to do so prior to that weekend.

Etickets

Cathay Pacific plans to operate its normal flight schedule on Feb. 11 and 12 as the upgrade does not impact aircraft systems. As Cathay Pacific has always suggested, it will be necessary for passengers travelling on electronic tickets to bring a copy of their etickets to the airport. While no expanded queuing is expected, passengers may wish to arrive at the airport earlier than normal.

In the week following the transition, Cathay Pacific’s worldwide call centers may experience higher than normal call volumes. Should that be the case, the airline will do all possible to minimize inconvenience and passengers’ patience is appreciated.

Leading up to the transition, passengers are encouraged to visit Cathay Pacific’s Web site at www.cathaypacific.ph for more details. During the cutover weekend, passengers may visit Cathay Pacific’s Facebook page at www.facebook.com/cathaypacificph for updated information including flight status. (PR)