Etihad Airways will make its ‘Big Switch’ to
new, state-of-the-art, passenger sales, website, and check-in
systems next week, the most significant milestone in its US$ 1
billion, ten-year, deal with Sabre Airline Solutions.
Passenger Service System (PSS) transformation project is the most
challenging IT and business-critical initiative that the Abu
Dhabi-based airline has implemented in its history. It has
involved intensive training for 6,700 Etihad Airways and third
The Big Switch will integrate Etihad Airways’
current PSS into one platform that will utilise cutting-edge
software across its reservations, inventory, e-commerce,
distribution and departure control activities.
new Sabre Airline Solutions PSS will offer significant
enhancements to the customer experience especially in areas such
as mobile and guest communications.
The Big Switch
will start on 23 February, and is due for completion on 24
February. Therefore during 22 and 25 February Etihad Airways is
passengers to follow key guidelines to help ensure any disruption
to their travel experience is kept to a minimum.
The key messages for customers travelling during that period are:
• Arrive at the airport four hours before the flight
is due to depart
• Where possible check-in online from 24
hours before departure and print boarding pass beforehand and
bring to the airport
• If unable to check-in online bring a
copy of email confirmation and/or travel itinerary
In addition to these guidelines, anyone wishing to purchase an
upgrade must do so on or before 21 February and any changes to
travel arrangements must be made before 22 February.
During the Big Switch weekend customers can still call the
Etihad Airways contact centres on +971 2 599 0000 but contact centre agents will be unable to take commercial or redemption
bookings, make changes or cancellations or process upgrades.
All booking channels will be down from 11pm on Friday,
22 February and are expected to resume during the day on Sunday, 24
Etihad Airways has begun contacting
customers and this will continue as the Big Switch draws closer.
The airline’s website will also continue to feature key
information as well as Etihad Airways’ Facebook, Twitter and
“The new Sabre passenger
services system will offer a wealth of new benefits to Etihad
Airways and its customers and we are looking forward to its impact
across the business and in particular to customer experience,”
said Peter Baumgartner, Etihad Airways’ Chief Commercial Officer. “The Big Switch to the new passenger services system
however is a significant operation, involving thousands of members
of Etihad Airways staff around the world, and therefore we
strongly advise our customers to follow the guidelines which will
help reduce any potential disruption to their travel plans.”
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