Onboarding and check-in process automation

Purpose

1.1 Automate the complete onboarding and check-in process for commercial airline passengers.
- Collect passenger details, verify identification, confirm bookings, issue boarding passes, send proactive notifications, update flight status, and enable self-check-in with real-time communication.
- Minimize manual intervention, reduce queues, and enhance passenger comfort and regulatory compliance.

Trigger Conditions

2.1 Passenger booking completion on airline reservation system.
2.2 Scheduled check-in window (e.g., 24–48 hours before departure).
2.3 Changes in flight status (delay, gate change, cancellation).
2.4 Receipt of travel document uploads from passenger.
2.5 Special requests (wheelchair, infant, assistance) detected.

Platform Variants

3.1 Twilio SMS
- Feature/Setting: Messaging API; send automated SMS reminders for check-in and boarding passes.
- Configuration: Use Messaging Services; link numbers to messaging pools for global reach.

3.2 SendGrid
- Feature/Setting: Marketing Campaigns, Dynamic Templates for personalized onboarding emails and confirmations.
- Configuration: Trigger emails through API using passenger data and event-driven webhooks.

3.3 Slack
- Feature/Setting: Incoming Webhooks for internal operations alerts (VIP, late check-in notice).
- Configuration: Define Slack channels and set workflow triggers via API for passenger events.

3.4 Zendesk
- Feature/Setting: Ticket API to auto-create support tickets for issues flagged during check-in.
- Configuration: Map error events to Zendesk triggers and assign to appropriate agent queue.

3.5 Microsoft Teams
- Feature/Setting: Bot Framework, Adaptive Cards for real-time check-in support to ground crew.
- Configuration: Authenticate bot, push alerts for no-shows or boarding issues.

3.6 Salesforce
- Feature/Setting: Case Management, Contact API for onboarding status and passenger history.
- Configuration: Automate case opening per passenger onboarding milestone.

3.7 DocuSign
- Feature/Setting: eSignature API for travel document validation and consent forms.
- Configuration: Auto-send templates after document upload and process signatures.

3.8 HubSpot
- Feature/Setting: Workflows, Marketing Email for onboarding journey communications.
- Configuration: Trigger workflows based on booking or check-in events.

3.9 Google Calendar
- Feature/Setting: API event creation for integrating personal boarding times.
- Configuration: Auto-create calendar reminders for check-in and gate closings.

3.10 Okta
- Feature/Setting: Identity API for secure authentication on digital check-in.
- Configuration: Enable SSO flow before accessing sensitive passenger portals.

3.11 AWS Lambda
- Feature/Setting: Serverless function execution for event-driven onboarding microservices.
- Configuration: Trigger via API Gateway from reservation or mobile app action.

3.12 Microsoft Power Automate
- Feature/Setting: Automated Flows for process coordination between internal/external apps.
- Configuration: Use logic connectors for check-in API events and CRM updates.

3.13 Google Sheets
- Feature/Setting: Sheets API to log check-in statuses and share between teams.
- Configuration: Append rows based on completed onboarding events.

3.14 ServiceNow
- Feature/Setting: Workflow Engine for ticketing incidents during check-in.
- Configuration: Auto-create ServiceNow incidents from failed check-in triggers.

3.15 Intercom
- Feature/Setting: Messaging API for chatbot-driven passenger communication.
- Configuration: Automate onboarding questions/responses based on passenger intent.

3.16 Stripe
- Feature/Setting: Payment Intents API for baggage add-ons during check-in flow.
- Configuration: Embed secure payment links in onboarding journey.

3.17 Google Forms
- Feature/Setting: Form publish API for collecting required travel or health declarations.
- Configuration: Send pre-filled forms based on passenger data and booking attributes.

3.18 AirTable
- Feature/Setting: REST API for onboarding data and checkpoint logging.
- Configuration: Map each onboarding stage as a separate base record update.

3.19 Azure Bot Service
- Feature/Setting: Conversation API for virtual check-in agent deployment to web/mobile.
- Configuration: Train and schedule bots for common onboarding FAQs and check-in validation.

3.20 Zapier
- Feature/Setting: Automated workflows to orchestrate events across channels (SMS, email, support, CRM).
- Configuration: Triggered by completed forms, status updates, or specific onboarding events.

Benefits

4.1 Streamlines passenger flow, reducing airport congestion.
4.2 Enables consistent multichannel communication.
4.3 Reduces operational cost and error.
4.4 Enhances passenger experience through self-service features.
4.5 Improves compliance and auditability of the entire onboarding process.