TECHNOLOGY EMPOWERING HUMAN SERVICES
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At Budapest Ferenc Liszt International Airport, delivering passenger assistance relies on close coordination between dispatch teams, field agents, and multiple stakeholders.
AMS at Budapest Airport already operated with strong processes and internal tools, and had identified the need to further structure and connect their operations to maintain a clear, real-time view. After conducting a detailed analysis of their needs and available market solutions, AMS chose to partner with Ozion to support this evolution.
The deployment of Vialto brought passenger information, flight data, and agent activity into one unified platform, improving visibility, traceability, and coordination across teams.
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Ozion teams worked closely with AMS on site to align Vialto with existing workflows, ensuring a smooth and progressive adoption without disrupting daily operations.
During go-live, Ozion provided direct, on-the-ground support, both at welcome desks and in the dispatch room, so teams could quickly integrate the platform into real operational conditions.
“Everyone was aligned in the same direction from the start. Because the AMS teams were proactive and open to evolving their processes, the solution quickly became part of how they operate,” says Olivier Loones, Project Manager at Ozion.
Within the first weeks, teams began using key features of Vialto to strengthen coordination and visibility:
• Delay tracking, helping dispatchers monitor passenger wait times and prioritize actions
• Mobile access, enabling field agents to access mission information directly on tablets
These improvements supported more structured operations and smoother coordination between teams, particularly during busy periods.
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Deployed ahead of the holiday peak, Vialto provided AMS with a clearer operational framework during a critical time.
A few weeks in, teams continue to integrate the platform into their routines, with early feedback highlighting improved visibility, stronger coordination, and a more structured way of working.
Looking ahead, AMS is already exploring additional developments, including the integration of modules such as the Check-in CUPPS interface to further enhance passenger assistance.