Managing Through Disruption: How Automation Helped a Leading Airline

Executive Summary

One of our clients is a leading U.S. airline and when the Coronavirus hit, they needed our help. The airline has had to manage a massive number of flight and ticket cancellations, refunds, and postponements. The impact on their systems has been significant, slowing them down and making the load unmanageable.

Step 1.

Request for reschedule / cancellation

Step 2.

Monitor SAP for requests

Step 3.

Process transactions to manage refunds, coupons, pricing adjustments

Step 4.

Refund done

Client’s challenges

Airline offices across the country are facing huge volumes of requests for rescheduling and cancellations:

Airline offices across the country have faced huge volumes of requests for changes across multiple contact channels, including online queues, calls, email messages, and more. Repetitive manual tasks led to errors and were compounded by staff shortages, resulting in significant backlogs. A quick change-management system was needed support the installed SAP application. Our client approached Jiffy.ai to help them automate the process.

Solution

A single bot alone can handle up to 10,000 transactions per day.

In less than a week’s time, thousands of hours of backlog were automated:

Jiffy.ai successfully updated their ticketing processes in order to significantly reduce manual intervention by automating and monitoring the downstream processing of:
• outbound requests
• return requests
• cancellations
• refunds
• coupon and price management

Bots were designed to

Clear 1000s of manual paperwork backlogs

Reduce overall call center volumes, response times and operating costs

Save 2000+ person hours of work

Process nearly 90,000 transactions in less than a week

Automate about 75-80% of the transactions in refund queues

Result

CLIENT'S VOICE

“We are very grateful for your heroic efforts. You are helping us to make our [Jiffy.ai] program a success and help us deliver value to our customers. This is especially critical for us at this uncertain time.” Manager, Robotic Process Automation at a leading U.S.-based airline

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