Cathay Pacific flight notifications by text message and email, built with Amadeus and Accenture
Deployed · limited scope
Cathay Pacific sends passengers automated flight messages by text and email from a notification platform developed with Amadeus and Accenture. Vivian Lo, the airline's general manager of Customer Experience and Design, told APEX in November 2019 that the platform sends pre-flight reminders seven days before departure and check-in reminders 48 hours before, with updates in between.
Cathay's current flight-messaging page says passengers are told whether a flight is on schedule, delayed by more than 15 minutes, diverted or cancelled, and members sign up once to receive messages for all their bookings. APEX also reported that a chatbot introduced alongside the platform can propose a flight change when disruption is expected, and Lo said frontline staff had been able to automate common problems such as rebooking.
Neither source describes a prediction or learning function in the messaging itself. Message volumes, take-up by channel and the platform's current suppliers were not published as of 16 October 2026.
What the system does
Cathay Pacific sends passengers automated flight messages by text and email from a notification platform developed with Amadeus and Accenture. Vivian Lo, the airline's general manager of Customer Experience and Design, told APEX in November 2019 that the platform sends pre-flight reminders seven days before departure and check-in reminders 48 hours before, with updates in between.
Cathay's current flight-messaging page says passengers are told whether a flight is on schedule, delayed by more than 15 minutes, diverted or cancelled, and members sign up once to receive messages for all their bookings. APEX also reported that a chatbot introduced alongside the platform can propose a flight change when disruption is expected, and Lo said frontline staff had been able to automate common problems such as rebooking.
Neither source describes a prediction or learning function in the messaging itself. Message volumes, take-up by channel and the platform's current suppliers were not published as of 16 October 2026.
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