Purpose
1. Deliver real-time flight statuses (delays, gate changes, boarding, cancellations) directly to passengers to enhance communication.
2. Automate alerts across multiple communication channels based on live flight data, reducing operational strain.
3. Support proactive customer service to minimize confusion and improve airline reputation.
4. Integrate with existing airline booking systems to personalize notifications using passenger details and itineraries.
5. Enable swift, simultaneous notification to thousands of passengers during irregular operations (IROPS).
Trigger Conditions
1. Scheduled departure/arrival time changes from flight status API.
2. Flight delays exceeding 10 minutes.
3. Gate changes/boarding updates pushed from airport operations databases.
4. Cancellation notifications as propagated from airline operation center.
5. Resumption of normal operations after disruption.
6. Passenger check-in status meeting specific thresholds (e.g., not yet boarded within T-30 minutes).
7. Changes in connecting flight information for multi-leg journeys.
Platform Variants
1. Twilio SMS
• Feature/Setting: Messaging API; configure with sender number and message template using flight status variables.
2. SendGrid
• Feature/Setting: Transactional Email API; create dynamic templates for flight updates, connect with passenger email list.
3. Amazon SNS (Simple Notification Service)
• Feature/Setting: Topic-based notification; set topics per flight/event and subscribe passenger endpoints (SMS, push, email).
4. Firebase Cloud Messaging
• Feature/Setting: Push Notification API; send real-time updates to mobile app users by device token.
5. Slack
• Feature/Setting: Incoming Webhooks; push critical updates to operations/crew Slack channels using airline flight event data.
6. Microsoft Teams
• Feature/Setting: Teams Connector; automatically post flight disruptions to corporate Teams channels for staff readiness.
7. WhatsApp Business API
• Feature/Setting: Template messaging; send pre-approved flight updates to passengers’ WhatsApp numbers.
8. Telegram Bot API
• Feature/Setting: SendMessage method; direct real-time status to subscribed passengers via bot channel.
9. Facebook Messenger
• Feature/Setting: Page Messaging API; automate DMs with latest flight status using passenger booking references.
10. AirAsia RedChat
• Feature/Setting: Integrate with RedChat messaging endpoint, provide flight alerts to frequent flyers.
11. Apple Push Notification Service (APNs)
• Feature/Setting: Certificate-based channel; notify iOS app users on their bookings’ flight changes.
12. IBM MQ
• Feature/Setting: Queue-based event triggers; push flight event updates to enterprise systems for onward distribution.
13. PagerDuty
• Feature/Setting: Event API; alert customer service teams during high-severity disruptions per incident/flight.
14. Zendesk
• Feature/Setting: Automated ticket creation on flight disruption, link to flight case ID.
15. Salesforce Marketing Cloud
• Feature/Setting: Journey Builder w/ API event data injection; send event-based emails or SMS tailored per passenger.
16. Intercom
• Feature/Setting: Custom bots trigger; initiate chat updates for flight-specific customer journeys.
17. HubSpot
• Feature/Setting: Workflows using Webhooks; automate outreach based on status change payloads.
18. Infobip
• Feature/Setting: Omnichannel API; distribute flight messages across email, SMS, Viber, WhatsApp.
19. Selligent
• Feature/Setting: Programmatic email campaign API, initiate updates for each disruption event.
20. Mailgun
• Feature/Setting: Messages API; on-demand delivery of personalized flight notifications.
21. Amadeus for Developers
• Feature/Setting: Flight Updates API; source live flight changes for downstream alerts execution.
22. Travelport Universal API
• Feature/Setting: Poll for PNR flight status and automate notification flow for impacted bookings.
23. Oracle Responsys
• Feature/Setting: Interact Programmatic API; real-time orchestration of flight disruption communication.
24. Genesys Cloud
• Feature/Setting: Messaging API or outbound notification; inform contact center agents and passengers simultaneously.
Benefits
1. Drastically reduces passenger uncertainty and anxiety during irregular operations.
2. Improves customer satisfaction by keeping every passenger updated without manual intervention.
3. Frees up staff workload from repetitive status inquiries.
4. Increases passenger trust and airline Net Promoter Score (NPS).
5. Enhances brand perception through modern, multi-channel communication.
6. Enables granular communication targeting (by route, status, or booking class).
7. Scalable for both low- and high-traffic scenarios with minimal incremental effort.
Passenger Experience & Communication