Published 03 May 2019

by Helena Antonsson
Functional Support

Why these two self-support tools will make your life easier!

In the last six months, Amadeus has launched two new tools to make it easier and quicker for travel agents to solve their problems within 24 hours. Helena Antonsson says if you haven’t already met ‘Amanda’ or joined the Live Travel Community, you are missing out big-time.

It’s midnight and you’re trying to finish a booking before logging off for the weekend but you’re stuck in a system error rut. Or what do you do when you can’t find the feature or code you are looking for? And you don’t have the time or patience to sit waiting on the phone for one of our support agents to help you.

At Amadeus we know that you travel agents are busy people and we want to help you get quicker answers to simple questions. In February, we launched our first chatbot, Amanda, who offers quick real-time support to basic questions. But, what do you do when you have a more complex question or need some advice from a human and don’t want to call or email us?

That’s where our Live Travel Community comes into the picture. It’s an open forum for all travel agents across the globe. We launched it at the end of 2018 and, since then, have had almost 6,000 unique customer visitors, many from Scandinavia.

Call for help

Live Travel CommunityWhat I personally like about the Live Travel Community is that it is a great way to reach out for help. You can post a question looking for advice, share a useful tip or shout about a pain point. It’s also good for networking as you can follow ‘experts’ or ‘interesting’ people, in different parts of the world. If you have an issue, you can search on the Live Travel Community to see if someone else has posted on the topic or post a new question, and your chances of getting an answer within 24 hours are high.

As one of the nine moderators in Europe, I find it fascinating to see what people post. So far, the most common questions are about ticketing, PNRs, ancillary services, commision and services on certain aircraft or airline models.

You can access the Live Travel Community via the Amadeus Service Hub (you’ll find it under Community) or via your mobile through a separate URL.

Take the plunge

So, try it out. You will discover a new world and it will open up doors to a lot of new colleagues around the world. When you are facing a problem, you’re not as alone as you think! 

5 reasons why you should use the Live Travel Community:
  1. To network 
  2. To help others 
  3. Easy way to find a solution
  4. It’s free 
  5. Follow people - someone is available 24/7

About the author

Helena AntonssonHelena Antonsson is a Customer Support Executive at Amadeus Scandinavia, based in Stockholm. Since joining Amadeus in 2017, she has worked on the launch of the Live Travel Community and, as a moderator, is slightly addicted to checking it out every morning! When she’s not trying to solve customers’ problems, Helena enjoys reading, running and spending time at her summer house (even in winter!).