Booking and Reservation ManagementPurpose
1.2. Ensure compliance with airline policies, IATA standards, and real-time passenger needs.
1.3. Offer omnichannel entry points (web, mobile, voice, email) for diverse user preferences.
1.4. Synchronize request fulfillment with booking systems, airline operations, and communications.
Trigger Conditions
2.2. Customer initiates contact via email/phone/chat referencing a special need.
2.3. API webhook from partner agencies with attached special requests.
2.4. Change in flight status or seat assignment triggers review of existing requests.
Platform Variants
3.1. Twilio Programmable Messaging
• SMS/WhatsApp channel for travelers to send special requests; configure webhook flow parsing keywords (e.g., “wheelchair”, “kosher meal”).
3.2. SendGrid API
• Email routing for special meal or accessibility request submissions; parse incoming messages for structured data using Inbound Parse Webhook.
3.3. Salesforce Service Cloud
• Case queue triggers via Service Channels; configure Omni-Channel routing logic for special requests.
3.4. Zendesk Support
• Ticket automation: triggers to detect “special meal”/“assistance” in subject/body, route to a dedicated queue.
3.5. Microsoft Power Automate
• Automated flow: listen for Dynamics 365 Booking entity updates, filter on custom field for special requests, trigger action.
3.6. Google Dialogflow CX
• Chatbot intent: “Request assistance/meal”, invoke fulfillment webhook to submit request to backend systems.
3.7. ServiceNow ITSM
• Incident creation: configure Business Rules to route special access/accommodation cases to specialized fulfillment group.
3.8. Freshdesk
• Scenario automation: parse new requests for keywords and auto-assign to specialty agent.
3.9. SAP Concur
• Travel booking flow extension: set up custom fields for requests, tie into workflow for agent validation.
3.10. Amadeus Self-Service APIs
• POST /booking/ancillary-order to append requests for meals, wheelchair, etc., on PNR record.
3.11. Sabre Red Workspace
• Scripted workflow: monitor special request SSR code entry, enforce double-check and passenger notification.
3.12. Slack
• Incoming webhook: Channel posts tagged “urgent: special assistance”, notify assigned support team.
3.13. Jira Service Management
• Automation rule: new “special services” ticket triggers escalation email to travel operations team.
3.14. Intercom
• Custom bot triggers: “special request” detected starts workflow for validation and confirmation.
3.15. HubSpot CRM
• Workflow automation: Contact triggers with ‘special request’ property, route to account manager.
3.16. AWS Lambda
• Serverless function: listens for webform submits, processes JSON with special requests, stores in DynamoDB.
3.17. Zapier
• Multi-step Zap: connect booking app trigger to Gmail/Slack/CRM action, pass all fields related to requests.
3.18. Microsoft Teams
• Adaptive card notification: display new special request in dedicated travel ops channel with actionable buttons.
3.19. Workato
• Recipe: on API receive, match special request to predefined type and route to platform of choice.
3.20. Notion
• Database automation: create page for each request, send notification to agent, track status log.
Benefits
4.2. Unifies special request handling across channels, supporting accessibility.
4.3. Enhances compliance and auditability for regulatory and service quality standards.
4.4. Improves traveler satisfaction by ensuring prompt, personalized service.
4.5. Empowers agents with real-time data and automated task assignment.