Automated booking confirmations and updates

Purpose

1.1. Deliver booking confirmations, flight updates, and changes directly to passengers after reservation or schedule adjustments.
1.2. Ensure timely, automated, and multi-channel communication to minimize confusion, enhance passenger trust, and reduce human error.
1.3. Integrate with internal airline reservation systems (GDS/CRS) to detect status changes and trigger outbound messages.

Trigger Conditions

2.1. New reservation ticketed or confirmed by passenger or agent.
2.2. Flight schedule change or rebooking by airline operations.
2.3. Passenger-initiated modifications (seat upgrade, meal selection, etc.).
2.4. Flight delays, gate changes, or cancellations within operational feeds.
2.5. Payment confirmation, pending action reminders, or document upload requests.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Programmable Messaging API – configure to send SMS notifications when booking data changes; set webhook for reservation system.
3.2. SendGrid
• Feature/Setting: Send Emails via the Send API, configure templates for confirmations, and use dynamic template substitution for passenger details.
3.3. WhatsApp Business API
• Feature/Setting: Delivery of pre-approved message templates to users on booking confirmation event, configure webhook to trigger on booking update.
3.4. Salesforce
• Feature/Setting: Workflow Rules and Process Builder – trigger outbound messages and email alerts upon record update in custom Booking object.
3.5. Microsoft Power Automate
• Feature/Setting: Create Flow with trigger “When a record is updated” in Dynamics 365, connect to Outlook and Teams for message escalation.
3.6. Zapier
• Feature/Setting: Trigger from email parsing or webhook from airline API, send webhooks to communication services (SMS, Email, Slack).
3.7. Slack
• Feature/Setting: Incoming Webhooks – post confirmations to channel for customer service follow-up; Slack API Event Subscriptions on system messages.
3.8. ServiceNow
• Feature/Setting: Flow Designer to trigger notifications on Incident/Case updates linked to booking events; integrate with Email/SMS plugins.
3.9. HubSpot
• Feature/Setting: Workflows for automated email sends and in-app notifications via Booking or Deal pipeline triggers.
3.10. Infobip
• Feature/Setting: Omnichannel API, configure journey flows for SMS, WhatsApp, Viber; set booking confirmation event as entry trigger.
3.11. Amazon SES
• Feature/Setting: API to send templated emails for confirmation and disruption alerts; configure with Lambda function for booking status monitoring.
3.12. Google Cloud Functions
• Feature/Setting: Deploy Cloud Function triggered by database update on booking, integrate with third-party mail/SMS APIs.
3.13. Mailgun
• Feature/Setting: Use Messages API for transactional mails; template with variables for PNR, timings, and itinerary.
3.14. Intercom
• Feature/Setting: Automated outbound chats or in-app messages; configure triggers for user segment “recent bookings.”
3.15. Zendesk
• Feature/Setting: Trigger notifications via ticket events linked with bookings; Zendesk Support triggers for outbound messaging.
3.16. Freshdesk
• Feature/Setting: Automations to send alerts on ticket/booking updates using email, SMS, or app notification.
3.17. Aircall
• Feature/Setting: Set up call notifications and voicemail triggers for urgent confirmations; API-linked to booking events.
3.18. Plivo
• Feature/Setting: SMS API triggers for time-sensitive booking updates; configure sender ID as airline brand.
3.19. MessageBird
• Feature/Setting: Flow Builder for multi-channel messaging with automated triggers on booking confirmation feed.
3.20. ActiveCampaign
• Feature/Setting: Automations for personalized booking emails; track opening/engagement to escalate unconfirmed bookings.
3.21. Kustomer
• Feature/Setting: Automated timeline events for each booking; trigger outbound messages based on booking status changes.
3.22. Pusher
• Feature/Setting: Real-time push notification to mobile/web apps triggered by flight booking and update events.

Benefits

4.1. Reduces manual intervention, ensuring faster communication and higher accuracy of booking information.
4.2. Improves passenger trust and satisfaction by providing instant, reliable updates.
4.3. Facilitates compliance with industry standards for timely customer notification.
4.4. Frees up airline support resources, routing only exceptions or escalations to human agents.
4.5. Supports omni-channel communication preferences for a wider customer base.