TCS & Amadeus partner on AI-led airline retail tech

Tata Consultancy Services has struck a global strategic partnership with travel technology supplier Amadeus, initially focused on software for modern airline retailing and customer servicing.

The tie-up centres on Amadeus Nevio, described by Amadeus as its next-generation foundation for airline retailing and servicing. TCS will develop the Nevio Service Centre user interface as a product that Amadeus plans to offer to airlines.

The wider partnership also covers digital work across airlines, airports, travel distribution, hospitality and payments, with joint work planned on artificial intelligence and cloud-based technology in the travel sector.

Service centre UI

The first deliverable is a user interface for airline customer service agents. TCS will build it as a cloud-native software-as-a-service product within the Amadeus Nevio environment.

Airlines run complex contact centre operations, often using multiple systems for passenger data, flight information, disruption management and ancillary sales. Amadeus and TCS expect the Nevio Service Centre interface to integrate with existing contact centre ecosystems.

Amadeus said the product combines offer and order lifecycle management with AI-guided insights, and includes personalisation features that operate in real time across the customer journey.

Across airline retailing, the industry has been moving away from pricing and selling tied to fixed fare structures and legacy distribution formats. Many carriers want greater control over offers, bundles and post-booking changes. Technology suppliers have promoted "offer and order" models as an alternative to passenger name record-based processes in parts of sales and servicing.

Under the agreement, TCS will also participate in Nevio implementation programmes, supporting the rollout of Amadeus Nevio to airline customers. The companies expect a broader rollout to follow.

AI workflows

The Nevio Service Centre product uses AI-enabled workflows and guided servicing. Amadeus and TCS said it is designed to improve contact centre metrics such as first contact resolution and average handling time, and to reduce cost-to-serve.

They also linked the product to new revenue opportunities through "intelligent upselling and personalization" during servicing interactions.

Amadeus Executive Vice President, Airline Solutions, Cyril Tetaz said the partnership will accelerate the deployment of travel technology for customers globally.

"TCS is one of the world's largest technology service providers, bringing expertise in travel as part of the Tata Group, which operates several airlines. Our strategic partnership will accelerate the deployment of transformational travel technology for our customers globally, helping them provide an even better retail experience to air travelers. By combining Amadeus' trusted travel platform with AI-enabled capabilities, we are fostering cross-industry collaboration among suppliers, partners, and customers. We're excited about this partnership and look forward to working together to improve the travel experience."

TCS Business Head, Travel, Transportation & Hospitality, EMEA & APAC, Arun Pradeep Surendra Mohan said the relationship goes beyond conventional delivery and integration.

"Our global strategic partnership with Amadeus marks an important step in reshaping the future of travel technology. By combining Amadeus' powerful platform capabilities with TCS deep expertise in AI, cloud, and large-scale transformation, we are moving beyond traditional integration towards true co-innovation. Together, we are building scalable, intelligent solutions like the Amadeus Nevio Service Centre that enable airlines to accelerate retail transformation, enhance operational agility, and deliver seamless, personalized experiences to travellers around the world."

Broader scope

The partnership also creates scope for TCS to provide customised deployments of the Nevio Service Centre, alongside implementation, integration and ongoing delivery support for airline rollouts.

Amadeus and TCS indicated the scope could expand beyond airline retailing and servicing to other Amadeus areas over time, including airport operations.

Any expansion would align with a broader procurement trend in travel technology, as airlines and airport operators seek more integrated views across operational systems, passenger servicing and commercial decision-making. It also reflects supplier efforts to align roadmaps across different travel segments.

For TCS, the partnership adds to its travel and aviation work, including programmes with airlines and travel industry platforms. For Amadeus, it brings a large IT services partner into Nevio product development and delivery, with additional joint work expected across other solution areas.