In the summer of 2024, we saw some of the highest levels of disruption in years, with almost 40% of all passengers in Europe experiencing some sort of delay or cancellation—the worst rate since the COVID-19 pandemic. Throughout 2024 as a whole, nearly 218,000 flights in Europe were either cancelled or delayed by more than three hours.

These figures are significant, representing a decisive point in the passenger journey whereby airlines can lose a passenger's loyalty entirely or, if managed properly, build it and turn that passenger into a brand champion. By prioritising real-time communication and being proactive with their service recovery, airlines are able to reassure their passengers, empower them throughout their journey, and build loyalty at a time when passenger trust is harder to earn than ever.

Since announcing our partnership in 2019, 15below has been working closely with Amadeus to help airlines achieve this—supporting more than 30 Amadeus airlines worldwide with automated, personalised passenger communications that keep passengers informed at every stage of their journey.

By working together, we are continuously enhancing how airlines manage post-booking communications—delivering solutions that improve operational efficiency and the passenger experience.

In the first instalment of our new video series in partnership with Amadeus, Mathieu Beynel, Product Manager for Disruption Management at Amadeus, and Al Tredinnick, Head of Commercial at 15below, discuss how our collaboration is evolving, its impact on disruption management, and what’s next for airlines looking to enhance passenger communications. 
 

Expanding the scope of passenger notifications

The Amadeus-15below partnership is focused on delivering seamless, automated communication at scale, ensuring airlines can keep passengers informed and in control during disruption. While the partnership has already had a significant impact on disruption communications across the Amadeus network through the development of the 15below Amadeus Altéa Automated Customer Contact (AACC) Replacement Solution, we continue to explore how to expand its capabilities to cover a broader range of operational scenarios and support more airlines.

Building on the success of the introduction of our AACC Replacement Solution, Amadeus and 15below are extending notification capabilities to support a wider range of operational processes—delivering greater consistency, accuracy, and efficiency for airlines.



 

What’s next for the partnership?

As our partnership evolves, Amadeus and 15below continue to explore new ways to drive efficiency in airline operations while delivering an improved passenger experience during disruptions. A key focus is co-building new solutions that address the most pressing industry challenges—developing and refining our technology in collaboration with airline customers to ensure it meets their needs both today and in the future.



As disruption events become more frequent and complex, the need for adaptable, scalable solutions has never been greater. Together, Amadeus and 15below are committed to ongoing innovation—enhancing automation, improving integration across airline systems, and ensuring that passenger communication continues to evolve alongside changing passenger expectations.

Want to explore how 15below can transform your airline’s approach to passenger communication? Click below to speak with one of our team today.

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