Air Canada reduces passenger rebooking times using Amadeus software

Air Canada has significantly reduced its passenger rebooking times by integrating the Amadeus Passenger Recovery solution into its operations. By shifting from a manual, in-house process to an automated system, the airline reports that it can now offer alternative flight options to most disrupted travelers within 10 minutes, down from an average of 12 hours.

The previous workflow relied on manual intervention by agents, who were required to have deep knowledge of routes and schedules to manage rebookings. The automated system now handles approximately 90% of disruption cases, including those requiring connections on other carriers, which previously involved multi-step manual processes at the airport.

The software provides an end-to-end view of flight disruptions, allowing operations teams to make strategic decisions during mass cancellations. Beyond same-day rebooking, the tool is used to proactively manage potential missed connections caused by upstream delays, helping to maintain schedule integrity across the carrier's global hub-and-spoke network.