Industry
Travel and Logistics
Data and AI in Travel Industry for a Memorable Passenger Experience
HIGHLIGHTS
- TCS and SkyTeam have maintained a 15-year strategic partnership focused on redefining the future of air travel. TCS acts as an integrated strategic partner and trusted advisor, supporting the alliance's long-term technology vision and achieving an outstanding 95% customer satisfaction rating.
- A primary focus of the partnership has been the application transformation and modernisation of SkyTeam's systems. This involved overhauling core systems to create an agile, cloud-native IT landscape to ensure secure, high-speed data exchange and seamless operations across the 18 diverse member airlines.
- Looking ahead, the partnership is concentrating on accelerating the journey towards a ‘perpetually adaptive enterprise’. This next phase involves leveraging AI and automation to further enhance intelligent operations for predictive IT services and rapidly deliver smart services for improved customer experience globally.
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Innovation partners
Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions, partnering with the world's largest enterprises in their transformation journeys. SkyTeam is the global airline alliance that works to offer its members' customers a seamless travel experience across an extensive worldwide network. For 15 years, TCS and SkyTeam have maintained a strategic partnership, combining TCS' technology prowess with SkyTeam's global vision to redefine the future of air travel.
Redefining customer experience
Key milestones
TCS was tasked with ensuring SkyTeam's infrastructure supported seamless operations across 18 diverse member airlines, creating a foundation for intelligent operations.
Key projects and focus areas:
- Application transformation and modernization: Overhauling core systems to create an agile, future-ready, cloud-native information technology (IT) landscape. This ensures secure, high-speed data exchange and service delivery across the global alliance.
- Technology and system integration: Seamlessly integrating technologies across member and partner airlines for unified services like check-in, loyalty programme harmonisation and baggage tracking.
- Domain expertise and tech consulting: Providing strategic direction using deep airline domain expertise to drive innovative solutions that bridge differences, ensure compliance to industry standards, and enhance members’ experience.
- IT operations and process automation: Delivering secure, scalable IT operation support by implementing automation, cutting-edge process and methodologies to drive efficiency and resilience. These projects were crucial for navigating the challenges of complexity, scale, and varying IT landscapes inherent in a global alliance. They successfully transformed SkyTeam into a more adaptive and integrated entity.
Built on trust
The success of this 15-year partnership is built on deep mutual trust and a shared commitment to excellence.
The collaborative model, where TCS works as an integrated strategic partner, has achieved an outstanding average customer satisfaction rating of 95%.
TCS' reliable delivery and commitment to quality have made the company a trusted advisor, essential not just for executing projects but also for setting the alliance's long-term technology vision.
Adaptive enterprise
Looking ahead, TCS will continue to be instrumental in driving SkyTeam's next phase of transformation. The focus will be on accelerating the journey towards a perpetually adaptive enterprise.
This involves leveraging artificial intelligence (AI) and automation to:
- Enhance intelligent operation for predictive and preventative IT services management
- Deliver smart services that rapidly roll out to the customer base of all members and partners around the world for better customer experience
- TCS remains committed to providing the innovative technology backbone that keeps SkyTeam agile, competitive, and prepared for the future of global travel.
Patrick Roux
CEO, SkyTeam
As aviation continues to evolve and customer expectations shift, SkyTeam's goal is to deliver a seamless travel experience and make journeys effortless for travellers. In full partnership with TCS, we co-create digital solutions that make every interaction smooth from faster check-ins to more connected loyalty recognition. With digital innovation at the heart of SkyTeam strategy, and in full collaboration with TCS, we will continue to shape the future of seamless travel.
Evgenia Starkova
VP, Marketing & Sustainability, SkyTeam
Since our founding 25 years ago, SkyTeams’ mission has been focussed on offering customers the routes and services that best meet their needs. Our partnership with TCS, which began in 2010, has been key in making that vision a reality. For the last 15 years, we've worked closely together to develop core solutions that enable a smoother experience for customers travelling across our entire network.
Arun Pradeep
Business Head, Travel and Logistics–EMEA, TCS
Our partnership with SkyTeam is a fine example of perpetual adaptability, driving continuous innovation and agility in a changing travel ecosystem. TCS has empowered the alliance to respond swiftly to evolving industry shifts and passenger expectations by leveraging AI and cloud-native solutions. The partnership has enhanced efficiency and unlocked new commercial and collaborative models.
Abilash Viswanathan
Head—Travel Business Unit, UK, Ireland, Nordics and Spain, TCS
TCS has enabled seamless integration and collaboration across the member airlines, which is really critical for delivering service consistency across the SkyTeam alliance. We are proud to bring this vision to life with initiatives such as seamless check-in, carry-on calculator and loyalty calculators. These solutions reimagine how an airline alliance can deliver value. This is not just a partnership. It is a journey of collaboration, innovation, and mutual success.
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