Sabre Airline Solutions and ResponseTek Unveil Customer Experience Manager System for Airlines

    Business Editors/Airline Writers/Travel & Hospitality Writers

SOUTHLAKE, Texas & VANCOUVER, B.C.–(BUSINESS WIRE)–Sept. 25, 2006–Sabre Airline Solutions, the global leader of software and services for the airline industry from planning to execution, and ResponseTek Networks Corp., the leading global supplier of Customer Experience Management (CEM) software and services, today announced they have partnered to introduce Sabre Customer Experience Manager for airlines worldwide.

Sabre Customer Experience Manager enables airlines to consistently deliver positive customer experiences by routing customer feedback directly to those who are accountable and enabling airlines to rapidly resolve issues, make improvements and assure overall quality of products and services.

“Airlines have historically had some of the lowest customer satisfaction scores across all industries,” said Ed Thompson, VP Distinguished Analyst, CRM, for Gartner. “Their success is heavily dependent on delivering a positive customer experience. Setting reasonable expectations, delivering on those expectations, and then collecting real-time feedback in order to learn from customers will be the key mechanism for improving the customer experience.”

Turning customers into advocates is a key component in building a successful customer-centric business strategy, and the new Sabre Customer Experience Manager will help airlines create strong, lasting customer relationships. An integral customer management solution, the system enables an airline to continuously monitor customer interactions to improve satisfaction, increase customer loyalty and retention, and ultimately enhance and sustain revenue.

“Using Sabre Customer Experience Manager, carriers can increase customer satisfaction, customer loyalty and advocacy which will result in increased profitability and the ability to deliver customer experiences that are consistent with the brand promise,” said Gordon Locke, Sabre Airline Solutions vice president, Marketing for Airline Passenger Solutions. “Partnering with ResponseTek, the industry leader in CEM, we now provide a unique, world-class customer experience solution that offers airlines significant benefits and reiterates our commitment to building an end-to-end solution that helps airlines transform their business across every major business area.”

Sabre Customer Experience Manager will help an airline:

— Monitor customers’ experiences in real time 24 hours a day, seven days a week — and engage them right from the start.

— Listen to what customers want and encourage them to share their perceptions and experiences.

— Integrate insight from customers into the airline’s organization in order to respond to and act on feedback.

— Determine, in real time, which part of the airline is delighting or disappointing customers and immediately identify the people, processes or products serving or failing customers.

— Establish metrics to help the organization lower customer churn before customers turn to the competition.

— Shorten product and service improvement cycles and reduce revenue impact by instantly routing critical information to appropriate organizations to make improvements.

“We are excited to collaborate with a leading solution provider like Sabre Airline Solutions and take our combined expertise to market,” said ResponseTek CEO Syed Hasan. “Sabre Airline Solutions is demonstrating its commitment to customer experience by offering Sabre Customer Experience Manager to its clients.”

About Sabre Airline Solutions

Sabre Airline Solutions, a Sabre Holdings company, is the world’s largest provider of products to help airlines market, sell, serve and operate from planning to execution.

More than 200 airlines use its broad portfolio of decision-support tools to increase revenues and improve operations, while more than 500 use its leading operational technology. More than 100 airlines rely on Sabre Airline Solutions for passenger management solutions, while a similar number have turned to the company’s consulting group for strategic, commercial and operational advice.

Sabre Holdings (NYSE:TSG) connects people with the world’s greatest travel possibilities by retailing travel products and providing distribution and technology solutions for the travel industry. More information about Sabre Holdings is available at

About ResponseTek

Headquartered in Vancouver, BC, ResponseTek Networks Corp. ( enables Global 2000 firms to increase revenues and profits by building advocacy and dramatically reducing customer defection. The company’s Customer Experience Management (CEM) solutions help organizations to continually improve their ability to deliver on the customer promise. By allowing executives and managers to gain true real-time enterprise-wide visibility into how customers perceive their organization’s performance, companies who use ResponseTek CEM can act on problem areas in their business immediately. Clients include Aon, HSBC, NTL, T-Mobile, WestJet and Xerox.

Sabre Airline Solutions, Sabre Customer Experience Manager and the Sabre Airline Solutions logo are trademarks and/or service marks of an affiliate of Sabre Holdings Corporation. All other trademarks, service marks, and trade names are the property of their respective owners.

CONTACT: Sabre Airline Solutions, Southlake
Kathryn Hayden, 682-605-2252
Sarah Stephen, 604-484-2900 x 227

SOURCE: Sabre Airline Solutions