Challenge

An airline was hit with a sudden surge in cancellations as a result of the COVID-19 outbreak. Employees were not able to handle this increased demand, which negatively affected customer experience and brand reputation, as well as triggered fines for non-compliance. To reduce cash outflow, the airline added an e-voucher refund option adding to processing complexity.

Solution

RPA bots extracted ticket information from customer emails and opened the booking and refund applications to process requests. The bots performed more than 10 validations to confirm changes and issue refunds. The airline was able to process 4,000 requests daily instead of 500 without requiring any additional employee help.