Airline improves customer cancellation and refund process

About the client

US Airlines has been hit by a  surge in cancellations due to the outbreak of COVID-19.

Motivation to implement RPA solution:

The airline has been hit by a sudden surge in cancellations due to the outbreak of COVID-19. Employees were unable to meet this growing demand, negatively impacting the customer experience and brand reputation, and were fined for non-compliance. To reduce cash outflows, airlines have added a refund option for electronic vouchers which complicates processing.

In the automation phase we have:

• developed a methodology for automating existing systems conducted tests of solutions
• measured the parameters of the solution according to the specific needs of the customer
• implemented improvements
• launched production of the robot

Results:

The RPA robot extracted the ticket information from the customer’s email and opened the booking and refund request to process the request. The robot has performed more than 10 validations to confirm the changes and make a refund. Instead of 500, the airline was able to process 4,000 requests per day without the need for additional staff. Inquiries from processed customers increased by 700%.