Blog
How is Amadeus Self-Reaccommodation helping TAROM deliver better passenger experiences?
November 10, 2026
Luciana Rizescu
Head of Online Sales and Digital Transformation - Tarom
Many of us have a travel disruption story to tell.
A missed connection that left us looking for a new booking mid-journey, or arriving at an unfamiliar hotel in the middle of the night following a delayed flight. Often, the only solution is a lengthy wait at an overstretched customer service desk or time spent listening to hold music, with resolution seemingly a long way off.
Putting power in passengers’ hands
As the flag-carrier of Romania, we are working to accelerate our digital transformation and build better experiences for our passengers.
A great example is the introduction of the Amadeus Self-Reaccommodation solution, a step toward a more seamless, self-service customer journey during flight disruptions.
The tool allows our passengers to manage reaccommodation themselves, instead of relying solely on airport agents or call centers. Passengers who are affected by a flight cancellation or delay receive messages to their mobile device, providing options such as an instant rebooking or a refund. Just a few clicks and the traveler is reaccommodated. The true test of an airline isn’t when everything goes according to plan — it’s how it takes care of passengers when things go wrong.
For passengers, this means greater control at one of the most difficult moments of a journey. Rather than waiting for help, they can be proactively informed and offered clear digital alternatives to help resolve the situation faster and with greater confidence.
More broadly, this reflects a wider shift across the travel industry toward greater self-service and automation, helping airlines build more resilient customer journeys when disruption occurs.
Collaboration to drive better outcomes
Delivering this kind of experience depends on more than a single technology. It requires connected systems and effective communication with passengers throughout the disruption journey.
Amadeus provides the end-to-end visibility, while partner 15below specializes in automated, personalized passenger communications. Together, we collaborate to keep travelers informed throughout the journey, from booking and check-in to disruption management and arrival.
For TAROM, this partnership supports our ambition to modernize the customer journey, reduce unnecessary manual interactions, and give passengers more control when disruption occurs.
Supporting passengers and our teams
For our teams, the solution can reduce manual work and pressure on customer-facing staff, allowing them to focus on more complex cases and deliver more effective support.
This is an important part of our wider digital transformation. The goal is not simply to introduce new technology, but to make each traveler journey simpler, more intuitive and more seamless thanks to self-service.
Amadeus Self-Reaccommodation is part of Amadeus’ Digital Experience Suite (DES), and represents a step in TAROM’s broader digital transformation journey.
By empowering our passengers while supporting our teams with digital tools, we can rethink what disruption management looks like, moving away from a process centered on waiting for assistance toward one where passengers have clearer options and greater control over what happens next.
