Long queues at airport counters, repeated document checks, delayed updates, or switching between multiple apps. These remain common pain points for travellers. What’s changing, however, is the pace at which these gaps are being addressed. Airlines, airports, hotels, and travel platforms are increasingly connecting their systems to reduce everyday friction. From faster issue resolution to better coordination and more relevant offers during a trip, AI and cloud-based systems are gradually making the experience more seamless, driven less by buzzwords and more by the need to fix real-world inefficiencies.
As the industry works to close these gaps, partnerships between technology providers are becoming more central. In one such move, global travel tech firm Amadeus has entered into a strategic collaboration with Tata Consultancy Services (TCS) to improve how different parts of the ecosystem, airlines, airports, hospitality, and payments, connect. The focus is on fixing workflow problems and connecting different parts of the system, which affect both services and passenger experience.
To begin with, Tata Consultancy Services (TCS) will develop the Service Center User Interface for Amadeus Nevio, positioning it as a core layer in how airlines handle retailing and servicing. Built as a cloud-native SaaS solution, the interface is aimed at bringing offers, orders, and passenger interactions into a single system for airline agents.
Designed to integrate with existing contact centre ecosystems, the platform is expected to reduce tool-switching during customer interactions. By combining offer and order lifecycle management with AI-led insights, it enables faster, more contextual responses, particularly during disruptions where coordination tends to break down.
The Service Center also introduces guided workflows to improve first contact resolution and bring down handling time. At the same time, it gives airlines more scope to push targeted upselling and personalised offers, using real-time traveller data during the journey rather than post-trip.
TCS will also support the wider rollout of Amadeus Nevio across airline customers, covering implementation, integration, and ongoing delivery. The focus here is on speeding up adoption while managing backend complexities that typically slow large-scale deployments. Over time, the partnership is expected to extend into areas like airport operations, where similar system gaps continue to exist.
Framing the move around execution, Cyril Tetaz, EVP Airline Solutions, Amadeus, said the focus is on scaling retail transformation in a more practical way, adding, “We are working with TCS to speed up deployment and help airlines deliver more consistent and personalised retail experiences.”
From TCS’ side, the emphasis is on moving beyond system integration. Arun Pradeep Surendra Mohan, Business Head – Travel, Transportation & Hospitality, EMEA & APAC, Tata Consultancy Services, said the partnership is geared towards building solutions that work at scale, noting, “This is about co-creating AI- and cloud-led systems that make operations more agile and customer interactions more connected.”
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