Automatic rebooking for disrupted flights

Purpose

1.1. Instantly resolve passenger disruptions by detecting canceled or delayed flights, automatically identifying alternative itineraries, rebooking travelers, notifying them across preferred channels, and updating internal records in real time.
1.2. Reduce manual workload for agents, minimize customer waiting, transparently communicate options, and enforce airline rebooking and compensation policies.

Trigger Conditions

2.1. Flight status changes to “canceled” or “significantly delayed” from airline operational system or government aviation feeds.
2.2. Customer is an active ticket holder for the affected flight(s).
2.3. Disruption crosses compliance or service SLA thresholds (e.g. delay >2 hours, MCT breach, legal re-routing required).

Platform Variants

3.1. Amadeus Self-Service APIs
• Feature: Automated booking modification
• Setting: Configure “Rebook on Disruption” endpoint with PNR matching and fallback journey logic.
3.2. Sabre Red Workspace APIs
• Feature: Automated Exchange
• Setting: Set up “Exchange Booking” API for instant new segment issue, capturing passenger and flight data fields.
3.3. Travelport Universal API
• Feature: Air Segment Rebooking
• Setting: Auto-trigger “AirRebook” action with mapped CX priorities and inventory checks.
3.4. SITA Messaging
• Feature: Automated flight status event delivery
• Setting: Subscribe to SSM/ASM (movement messages) and parse for rebooking triggers.
3.5. Twilio SMS
• Feature: Passenger notification
• Setting: Auto-send SMS template via programmable messaging after PNR update.
3.6. SendGrid Email
• Feature: Disruption notification email
• Setting: Configure transactional email send workflow with dynamic subject containing new flight details.
3.7. Microsoft Teams
• Feature: Internal staff alert
• Setting: Post automated flight disruption alert to agent channels using “incoming webhook.”
3.8. Slack
• Feature: Customer service escalation
• Setting: Use “Slack Bot” to notify airline support team based on PNRs for special service customers.
3.9. Salesforce Service Cloud
• Feature: Case auto-creation
• Setting: Enable “Einstein Case Classification” to open, assign, and update disrupted trip cases.
3.10. Zendesk
• Feature: Ticket updating
• Setting: Configure API workflow for status and comment update on passenger records.
3.11. IATA NDC APIs
• Feature: Offer/Order rebooking
• Setting: Use “OrderChangeRQ” with passenger, flight, and fare class fields for disruption handling.
3.12. Google Maps Platform
• Feature: Alternate route suggestions
• Setting: Integrate “Directions API” for ground transfers if rebooked flights not available.
3.13. WhatsApp Business API
• Feature: Push direct disruption updates
• Setting: Send programmed WhatsApp notification on new PNR assignment.
3.14. IBM MQ
• Feature: Legacy system event relay
• Setting: Connect booking event topic for flight status changes, triggering rebooking automations.
3.15. Genesys Cloud
• Feature: Automated IVR notifications
• Setting: Voice outbound trigger to passengers with new flight details when SMS/email not acknowledged.
3.16. Freshdesk
• Feature: Customer support follow-up
• Setting: Auto-append disruption record and new booking to passenger’s helpdesk profile.
3.17. Oracle Hospitality Opera
• Feature: Hotel voucher automation
• Setting: Issue complimentary stay via API if overnight re-accommodation required.
3.18. DocuSign
• Feature: Digital waiver or consent
• Setting: Send e-sign waiver to passenger if legal consent needed for off-contract rebooking.
3.19. OneSignal
• Feature: Push notification to mobile app
• Setting: Trigger rebooking alert to iOS/Android app after flight status API returns disruption.
3.20. SAP Concur
• Feature: Traveler itinerary update
• Setting: Push new segments to corporate traveler’s Concur profile using itinerary API.
3.21. PagerDuty
• Feature: On-call escalation for rebooking failures
• Setting: If multiple automation attempts fail, open major incident alert for immediate human intervention.
3.22. AirAsia FACES API
• Feature: Boarding pass re-issuance
• Setting: If biometric linked, automatically connect disrupted passenger to new flight at kiosks.

Benefits

4.1. Eliminates passenger uncertainty and manual wait times during travel disruptions.
4.2. Enables real-time, multi-channel updates to reduce communication gaps.
4.3. Ensures compliance with rebooking, refund, and compensation policies.
4.4. Optimizes operational efficiency, freeing agents to handle complex exceptions.
4.5. Improves customer satisfaction scores and drives traveler loyalty.