An agent for the hour when a journey changes. It checks the traveller's itinerary against the data you are entitled to use, explains what changed and what it affects, and prepares the options your fare rules and policies allow, for the traveller to choose and your team to confirm.

A flight is cancelled and two hundred people call the same number. Each needs the same three things: what happened, what it does to the rest of the trip, and what the options are. Agents work through the queue one traveller at a time, re-reading fare rules for each. The people at the back of the queue lose the last seats on the alternative.

This page describes a workflow we propose to build as a custom project. It does not exist as software yet. It would reuse the identity check, the record lookup and the handover with context that run in our customer support demonstration on test data. Itinerary and schedule data, fare-rule logic and rebooking options are not built.

02The problem

What Goes Wrong Without It

Everyone calls at once

The queue is longest exactly when time matters most.

The knock-on effect

A missed connection also breaks the hotel and the transfer.

Rules read case by case

Each agent re-reads the fare conditions under pressure.

Options that are not really available

A seat is offered and gone by the time it is booked.

Travellers told nothing

They learn of the change from the departure board.

Entitlements misstated

A traveller is told they will be compensated when they will not.

03Travel disruption agent

Six jobs it carries through

01Change detection

Notices that an itinerary changed.

Schedule changes and cancellations
From the data sources you license
Matched to affected bookings
The size of the change

02Impact check

Works out what else is affected.

Connections that no longer work
Hotel, transfer and car bookings
Minimum connection times
Travellers on the same booking

03Options within the rules

Prepares what the fare and policy allow.

Alternatives available now
What each costs under the fare rules
Your company or agency policy
Options that need approval marked

04Traveller communication

Tells the traveller clearly.

What changed and when
What is affected
The options and how to choose
On the channel they prefer

05Confirmed rebooking

Has changes confirmed properly.

The traveller chooses
Your system or agent confirms
New documents sent
Related bookings updated or flagged

06Entitlement routing

Sends questions of rights to people.

Refund and compensation questions
Regulations that may apply
Passed to your specialist team
With the facts of the disruption

→Request a quote

What We Need to Scope This

The process as it runs today, in a few lines.
The systems it touches, for example reservations, schedule data, fare rules, policy.
Rough monthly volume, and who approves what.

Request a quote Book a 30-minute callA quote starts from a written scope, so that the figure means something.

04In practice

How One Request Moves Through

An example of one case, in 6 steps. The same steps play in the picture at the top of this page.

Cancellation

An evening flight is cancelled. Eighty of your travellers are booked on it.

Impact found

For one traveller, the cancellation also breaks tomorrow's connection and a hotel night.

Options prepared

Two alternatives exist tonight and one tomorrow morning, each with what the fare rules say.

Traveller told

The traveller receives what happened, what is affected and the three options.

Choice confirmed

They choose tomorrow morning. Your system confirms it and new documents are sent.

Hotel handled

The hotel night is flagged to your team, and the compensation question goes to customer relations.

05Systems

Where It Connects

The systems named here are the kind this agent works with. Which ones it connects to in your case is settled in the scope.

Reservations

Your booking system or GDS access

Schedule data

Flight and rail status from licensed sources

Fare rules

Conditions attached to each ticket

Policy

Corporate travel policy or agency rules

Traveller channels

Customer relations

Refund and compensation specialists

06Operating boundaries

Options Your Rules Allow, Confirmed by Your System

The agent prepares options from live availability and the conditions attached to the ticket. It does not invent a waiver or promise a seat. A change counts only when your reservation system confirms it.

What a traveller is entitled to after a disruption depends on regulation, the fare and the circumstances. The agent states the facts and routes entitlement questions to your specialists. It does not tell anyone they will or will not be compensated.

Changes reported as the source states
Knock-on effects shown
Only options your rules permit
Rebooking confirmed by your system
No statements on compensation rights
Specialists handle entitlements

07Questions

Asked Before the First Call

It can prepare the options and, where your rules allow, complete a like-for-like change once the traveller chooses and your system confirms it. Anything involving a fare difference, a waiver or a policy exception goes to a person.

The concierge serves guests of one property. This agent follows a traveller's whole journey across carriers and bookings, and acts when something in it changes.

From the sources you are licensed to use: your reservation system, carrier notifications and schedule data providers. The agent says which source reported a change and when.

Not as software yet. This page describes a proposed workflow. It would reuse the identity check, the record lookup and the handover with context that run in our customer support demonstration on test data. Itinerary and schedule data, fare-rule logic and rebooking options are not built. A project starts by mapping your process, then proving the first steps on test data before anything touches a live system.

Start a project

Replay Your Last Disruption

Take one cancellation and the calls that followed. We will show what each traveller could have been told in the first ten minutes.

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Response within 24 hoursFree consultation and scopingNDA available on request