Travel · Bookings, changes & disruptions
When plans change,the phone rings first.
A cancelled flight turns one booking into four contacts within the hour. The operation has to absorb that day without carrying its headcount on every other day.
“My flight was cancelled, what are my options?”
AI collects → human resolves
Working…
- “My flight was cancelled, what are my options?”
- “Do I need a visa for a 10-day trip to Vietnam on a UK passport?”
- “Can I change my return date without losing the fare?”
- “We're stranded in Doha with two kids and the app just says 'delayed'.”
- “When will I get my refund? It's been three weeks.”
- “I need to add a bag and a wheelchair request to my booking.”
- “The hotel says they have no record of my reservation.”
- “Is my flight still on time?”
What creates volume
- Bookings made
- Schedule changes & cancellations
- Weather & irregular operations
- Fare rules & refund policy
- Visa, passport & entry requirements
Operating workflow
Disruption day. Volume 4×. Headcount 1.3×.
How irregular operations move through the operation — AI takes the status wave, people take the travelers who need rebooking and judgment.
Trigger
Weather event: 40 flights cancelled · 1,800 travelers affected
Normal day
- Booking & change questions→
- Documentation→
- Refund & complaint
Disruption day
- Status wave→
- Simple rebooking→
- Stranded & complex→
- Duty of care
- 1
Disruption detected
Carrier feed · affected PNRs identified
- 2
Proactive notification
SMS + WhatsApp to affected travelers with self-serve options
- 3
Inbound wave
"Is my flight cancelled?" · "What are my options?"
- 4
Status & options answered by AI
Amadeus / Sabre lookup · rebooking options presented
- 5
Complex case?
Connections · groups · stranded · special assistance
- 6
Human agent with full context
PNR, fare rules, prior contacts, entitlement
- 7
Rebooked and documented
Ticket reissued · EU261 / duty-of-care logged
Resource allocation
Where AI adds speed. Where people add judgment.
AI opportunities
- Flight & booking status
- Fare rule and change-fee lookups
- Visa, passport & entry requirements
- Simple date changes
- Seat, bag and meal add-ons
- Refund status updates
- Proactive disruption notifications
- Check-in and itinerary questions
Human-led interactions
- Complex multi-segment rebooking
- Stranded travelers
- Group and family itineraries
- Special assistance and medical
- Refund disputes and compensation
- Supplier failures (hotel, car, tour)
- Bereavement and emergencies
- High-value and loyalty travelers
Where service meets the business
The rebooking call is the loyalty moment.
Where a person with the full picture changes how a traveler remembers the trip.
- 01
Cancellation hits a family of four
- 02
Agent sees connection, hotel and car in one view
- 03
Whole itinerary re-timed in one call
- 04
Trip saved · traveler books with you again
Outcomes depend on carrier availability, fare rules and your duty-of-care policy. Rebooking follows the traveler's entitlement, not ours.
When volume spikes
You can't staff for the storm every day.
Contacts per day across a disruption event. AI absorbs the status and options wave; the human surge pool covers rebooking and stranded travelers for the days it lasts.
A weather event lifts volume 3–5× for two to three days. Most of it is status and options — answered immediately — so humans scale 1.3×, not 4×.
What we report
The KPIs that matter to a travel operation.
Answer Time (urgent line)
22 sec
−71%
Disruption-Day Answer Time
58 sec
−82%
Rebooking Completion
94%
+9 pt
AI Containment (status)
61%
Refund Cycle Time
9 days
−12 days
Abandonment Rate
3.1%
−17 pt
Traveler CSAT
4.6 / 5
+0.5
Contacts per 100 Bookings
90
Systems we work inside
- Amadeus
- Sabre
- Travelport
- Salesforce
- Zendesk
- Freshdesk
- WhatsApp Business
- Expedia & Booking partner portals
We operate in your systems, not beside them. Every interaction is logged, tagged and visible where your team already works.
How the operation is structured
01AI front line
Status, fare rules, documentation and simple changes on chat, SMS and WhatsApp — 24/7, with GDS access.
02Booking & change desk
GDS-trained agents for changes, refunds, ancillaries and supplier issues, with the full itinerary in view.
03Irregular-operations surge pool
Pre-trained agents activated on disruption signals, sized to the event rather than the calendar.
0424/7 urgent line
Travelers in transit reach a person at any hour; duty-of-care actions logged against the PNR.
05QA & analytics
Contact reasons by route, carrier and supplier feed your commercial and partner teams.
Travel calculator
What does a disruption day need — and what does a normal day cost?
Your bookings, contact rate and disruption pattern — sized into normal-day staffing, disruption-day volume and the human surge capacity you need on top.
Other industries
Evaluate your customer-service operation.
See what your current model costs, what a managed Human + AI operation would look like, and where the gaps are — before you talk to anyone.