Passenger Reservation Systems Predictions for 2025: Insights from Matt Grieve

Hi, I’m Matt Grieve, and I’m excited to share my predictions for Passenger Reservation Systems (PSS) as we approach 2025. While PSS has always been central to airline operations, its role is evolving rapidly in response to new industry demands and technological advancements. Here’s what I believe is on the horizon for PSS in the coming year:

PSS Is Here to Stay—And Transform

Let’s start with the big picture: PSS isn’t going anywhere in 2025. Its role as the core operational system for airlines remains essential. However, the PSS is entering a transformative phase thanks to Open-Order Standards (OOSD) and the push for retailing innovation. It’s no longer just about managing reservations; it’s about enabling retail-inspired, customer-focused strategies. This evolution will redefine how airlines interact with passengers.

Rethinking Loyalty

Loyalty isn’t what it used to be—it’s better. Next-gen travellers expect more personalised, engaging programs, and airlines are responding. In 2025, I see PSS platforms supporting new loyalty strategies through enhanced integrations or innovative feature development. This evolution will help airlines build deeper connections with their customers.

The Role of Data: Unlocking Potential

Data has always been powerful, but in 2025, its importance will skyrocket. Airlines will rely on PSS to make reliable, well-structured data more accessible. This isn’t just a challenge for the big players; mid-tier airlines also need better access to data to drive innovation and improve decision-making. A robust, data-driven approach powered by PSS will become the norm.

PSS Meets DCS: A Unified View

Finally, let’s discuss the relationship between PSS and Departure Control Systems (DCS). In 2025, the push for seamless, end-to-end customer journeys will require tighter synchronisation between these systems. Airlines must connect more data points across journey stages to maintain a unified view of customer experience and behaviour. This integration will help airlines meet rising passenger expectations while staying ahead in a competitive market.

Looking Ahead

As we step into 2025, the future of Passenger Reservation Systems remains bright. These systems will remain essential but also play a more dynamic role in enabling innovation and enhancing customer experiences. Whether through hubs, data-driven insights, or new approaches to loyalty, PSS is poised to help airlines soar to new heights.