Airline · General

Airline support AI agent

An airline support AI agent resolves the bulk of post-booking support contacts end to end — delay and cancellation handling, rebooking within policy, delayed or damaged baggage claims, refund and compensation entitlement under EU261 and equivalent rules — and escalates only the genuinely hard cases to a human with full context attached. It works across chat, WhatsApp and email as one agent with one memory, and tracks every case until it is actually closed rather than merely replied to.

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70%

of support contacts resolved without human intervention

24/7

coverage through disruption peaks and overnight hours

Consistent

compensation decisions aligned to regulation

The problem today

Disruption creates contact spikes that no fixed contact-centre roster can absorb, so response times collapse exactly when goodwill matters most.
Compensation entitlement is calculated inconsistently, creating both overpayment and regulatory exposure.
Cases fragment across email, chat and social, so passengers repeat themselves and complaints escalate over process rather than the original issue.

Who it is for

Airline teams running general who want the support journey automated end-to-end.

The agent ships pre-trained on airline workflows, then is grounded on your own products, policies and systems — deployed on web, app, WhatsApp and voice with full audit logging and human handover.

How it works

Step 1

Passenger reports an issue

Via chat, WhatsApp or email — no ticket form, no reference number required to start.

Step 2

Classify and verify

The agent identifies the passenger, retrieves the flight record and determines the issue type and entitlement.

Step 3

Resolve or escalate

It handles the case directly when policy allows, or escalates with a full context pack attached to the ticket.

Step 4

Track to resolution

Every case stays open and monitored until payout, rebooking or closure is confirmed to the passenger.

What the agent does

Delay & cancellation handling

Explains the cause, offers alternatives and books compliant rebookings without a human touch.

Baggage claims

Opens delayed and damaged bag claims, requests evidence and tracks the case through to payout.

Refunds & compensation

Calculates entitlement under EU261, DOT and equivalent regimes automatically and consistently.

Complaint triage

Classifies severity and routes only what genuinely needs a human decision-maker.

True multi-channel

One agent and one case history across chat, WhatsApp and email.

Sentiment-aware escalation

Detects frustration in real time and prioritises the case before it becomes a public complaint.

Frequently asked questions

Can it calculate EU261 compensation on its own?

Yes. It applies distance bands, delay thresholds and extraordinary-circumstance rules to your flight data and produces an auditable entitlement decision.

What happens when it cannot resolve a case?

It escalates to the right queue with the passenger record, the timeline, the entitlement assessment and a suggested resolution already attached.

Does it work during major disruption?

Yes — capacity is elastic, so a snow day or ATC failure is handled at the same speed as a normal Tuesday.

Which languages does it support?

It is multilingual out of the box and can be tuned to the languages of your key markets and your brand tone of voice.

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