- Volumes, queues and service windows
- Procedures, systems and controls
- Exception and client decision rights
Managed operations / Airline operations
Keep passenger journeys moving when operations change.
Managed airline back-office and customer operations spanning reservations support, passenger queries, disruption queues, re-accommodation coordination, refunds and claims preparation, baggage cases and service recovery—executed under carrier-approved policies and escalation authority.
What CX24 focuses on
Give every passenger request and irregular-operation case a current status, controlled action path and complete handoff across airline systems and teams.
Managed airline back-office and customer operations spanning reservations support, passenger queries, disruption queues, re-accommodation coordination, refunds and claims preparation, baggage cases and service recovery—executed under carrier-approved policies and escalation authority.
- Service model
- Use focused specialist support for a defined gap, or assemble a multidisciplinary team around a complete workstream. The structure follows the interfaces and decisions in the scope.
- Delivery
- Choose a project, dedicated team, hybrid engagement or managed service. Milestones, client responsibilities and acceptance criteria are agreed before execution.
- Control
- Scope, assumptions, evidence, ownership and review rhythm remain visible. Changes and unresolved risks are recorded with an accountable decision owner.
- PSS & reservation workflows
- CRM & omnichannel service
- Case management
- Operating procedure and RACI
- Quality, SLA and exception evidence
- Improvement and governance record
- Managed operations
- IT & technical support
- Data & back office
Lifecycle positionDetect
Receive the operational event, passenger impact and authoritative status.
Passenger recovery control desk
Turn a disruption event into coordinated passenger action.
Select an event to see how customer contact, airline back office, approved recovery workflows and evidence move together. The console demonstrates operating structure—not a live flight, entitlement or inventory decision.
CX24 / AIRLINE OPERATIONS SUPPORTEVENT-DRIVEN CASE CONTROL
ACTIVE EVENT / DELAYSchedule change or extended delay
CASE STATECONTROLLED TRIAGE
PASSENGER STATUSCOMMUNICATION DUE
AUTHORITYCARRIER RETAINED
Confirm the authoritative flight status, impacted itinerary, passenger contact history and applicable carrier workflow.
Prepare approved communication, rebooking or refund paths; prioritize vulnerable journeys, connections and time-critical cases.
Operations control, entitlement, waiver and commercial authority stay with the airline and its approved systems.
Flight event · PNR/ticket context · options presented · passenger choice · action confirmation
ACTIVE EVENT / CANCELLATIONCancellation or missed connection
CASE STATECONTROLLED TRIAGE
PASSENGER STATUSCOMMUNICATION DUE
AUTHORITYCARRIER RETAINED
Reconstruct the journey and identify protected segments, interline dependencies, passenger needs and available recovery paths.
Coordinate re-accommodation tasks, partner handoffs, accommodation or care requests and status communication.
Inventory release, involuntary ticketing, interline acceptance and duty-of-care decisions follow carrier rules.
Original itinerary · disruption cause/status · new itinerary · approvals · communication chronology
ACTIVE EVENT / BAGGAGEDelayed baggage or ancillary failure
CASE STATECONTROLLED TRIAGE
PASSENGER STATUSCOMMUNICATION DUE
AUTHORITYCARRIER RETAINED
Connect passenger, flight, baggage tag, tracing status, paid service and delivery information in one case.
Maintain tracing updates, document expenses or fees, prepare reimbursement evidence and coordinate passenger follow-up.
Liability, compensation, fee refund and settlement approval remain with the carrier’s authorized teams.
Bag tag · custody/tracing events · contact record · receipts · resolution or escalation
ACTIVE EVENT / COMPLAINTComplaint, refund or service recovery
CASE STATECONTROLLED TRIAGE
PASSENGER STATUSCOMMUNICATION DUE
AUTHORITYCARRIER RETAINED
Classify the issue, reconstruct the facts and distinguish operational status, passenger request and regulatory context.
Prepare case chronology, retrieve approved policy, calculate service measures and route the resolution pack.
Legal interpretation, passenger entitlement, goodwill and final response approval remain with the carrier.
Customer statement · journey facts · policy/version · decision · response · closure code
Voice · email · chat · callbacks
Approved answers, proactive status, identity controls and complete handoff context.
PNR · ticket · baggage · payment
Queue work, record updates, reconciliation, evidence preparation and partner coordination.
Triage · options · recovery · closure
Scalable support under the airline’s operation, inventory, policy and approval authority.
Industry and passenger-protection context
Applicable passenger rights and airline obligations vary by operating carrier, itinerary, event, ticket, jurisdiction and current law. CX24 follows client-approved decision tables and escalation routes; it does not independently determine legal entitlement or control airline operations.
01India Passenger Charter
Passenger information, assistance, escalation and disruption rights published by India’s Ministry of Civil Aviation.
↗02IATA Passenger Services Conference Resolution ManualIndustry procedures for reservations, passenger and baggage processing, ticketing and interline carriage.
↗03IATA interline IROPS guidanceGuidance on involuntary changes, rebooking and interline handling during irregular operations.
↗04U.S. DOT refund protectionsAutomatic refund and notification requirements for covered cancellations and significant changes.
↗05EU Regulation 261/2004Rules on assistance, rerouting and compensation for covered denied boarding, cancellation and delay events.
↗06ICAO Annex 9 facilitation programmeInternational facilitation context for passenger, cargo and border-processing formalities.
↗Core capabilities
What this service includes.
Each capability explains the work itself, how it connects with the surrounding product or operating system, and the evidence needed to make the result usable.
Passenger contact operations
Handle voice, email, chat and digital cases for booking, schedule, ancillary and journey questions.
Practical coverage
Use approved knowledge, identity checks, response templates and escalation rules.
How it connectsConnects the model to a defined user decision, governed data flow and human fallback rather than deploying prediction as a disconnected feature.Typical evidenceEvidence covers data provenance, evaluation sets, error and uncertainty, bias or drift checks, approval boundaries, monitoring and rollback behaviour.
Reservations & ticket servicing
Support itinerary changes, service requests, ticketing queues and record updates within authorized workflows.
Practical coverage
Preserve fare, ticket, segment and approval context for accountable action.
How it connectsConnects customer or case information with the policy check, accountable reviewer, exception path and next action instead of treating each task as an isolated queue item.Typical evidenceA usable case record contains source evidence, check results, reviewer disposition, timestamps, open exceptions and the reason for closure or escalation.
IROPS response support
Triage delays, cancellations, misconnects and schedule changes; prepare re-accommodation or refund options.
Practical coverage
Coordinate passenger communication and case work without overriding carrier operations control.
How it connectsConnects the model to a defined user decision, governed data flow and human fallback rather than deploying prediction as a disconnected feature.Typical evidenceEvidence covers data provenance, evaluation sets, error and uncertainty, bias or drift checks, approval boundaries, monitoring and rollback behaviour.
Refunds, vouchers & claims
Prepare eligibility evidence, documentation and queue actions for airline approval and payment workflows.
Practical coverage
Apply jurisdiction, ticket and carrier-policy rules through controlled decision tables.
How it connectsConnects the model to a defined user decision, governed data flow and human fallback rather than deploying prediction as a disconnected feature.Typical evidenceEvidence covers data provenance, evaluation sets, error and uncertainty, bias or drift checks, approval boundaries, monitoring and rollback behaviour.
Baggage & ancillary cases
Manage delayed-baggage follow-up, fee or service cases, tracing updates and passenger communication.
Practical coverage
Keep journey, baggage and compensation evidence connected to the case.
How it connectsConnects the model to a defined user decision, governed data flow and human fallback rather than deploying prediction as a disconnected feature.Typical evidenceEvidence covers data provenance, evaluation sets, error and uncertainty, bias or drift checks, approval boundaries, monitoring and rollback behaviour.
Passenger data & back office
Administer queues, booking records, documents, quality checks, reconciliation and partner handoffs.
Practical coverage
Maintain accuracy across PSS, CRM, ticketing, payment and case-management interfaces.
How it connectsConnects the model to a defined user decision, governed data flow and human fallback rather than deploying prediction as a disconnected feature.Typical evidenceEvidence covers data provenance, evaluation sets, error and uncertainty, bias or drift checks, approval boundaries, monitoring and rollback behaviour.
Complaints & service recovery
Investigate customer complaints, reconstruct chronology and prepare resolution or escalation packs.
Practical coverage
Separate factual case preparation from carrier liability and settlement authority.
How it connectsConnects the model to a defined user decision, governed data flow and human fallback rather than deploying prediction as a disconnected feature.Typical evidenceEvidence covers data provenance, evaluation sets, error and uncertainty, bias or drift checks, approval boundaries, monitoring and rollback behaviour.
Operations intelligence
Track contact demand, disruption backlog, ageing, first-contact resolution, repeat contacts and exception causes.
Practical coverage
Use operational evidence to improve readiness, knowledge and recovery playbooks.
How it connectsConnects the model to a defined user decision, governed data flow and human fallback rather than deploying prediction as a disconnected feature.Typical evidenceEvidence covers data provenance, evaluation sets, error and uncertainty, bias or drift checks, approval boundaries, monitoring and rollback behaviour.
When to engage CX24
Typical situations we help teams resolve.
The starting point can be a technical problem, a capacity gap or the need for a complete delivery workstream. CX24 first clarifies the current state, desired outcome and decision ownership.
Disruption demand overwhelms the normal customer-contact operation.
How CX24 respondsReceive the operational event, passenger impact and authoritative status. The scope, responsible owners and evidence needed for closure are agreed before execution begins.
Passengers receive inconsistent status across channels or partner handoffs.
How CX24 respondsIdentify journey, entitlement context, urgency and required authority. The scope, responsible owners and evidence needed for closure are agreed before execution begins.
Refund, baggage or complaint cases remain open because evidence and authority are unclear.
How CX24 respondsAssemble approved options, evidence and customer communication. The scope, responsible owners and evidence needed for closure are agreed before execution begins.
Airline teams need scalable back-office capacity without delegating operational or regulatory decisions.
How CX24 respondsRoute re-accommodation, refund, baggage, partner or escalation work. The scope, responsible owners and evidence needed for closure are agreed before execution begins.
How the work moves
A clear path from scope to evidence.
The exact gates change by service, but ownership, review and measurable outputs stay explicit. Each stage establishes the information needed to enter the next one responsibly.
Detect
Receive the operational event, passenger impact and authoritative status.
Stage outcomeAirline service catalogue is prepared or updated before the work advances.Classify
Identify journey, entitlement context, urgency and required authority.
Stage outcomeIROPS playbooks is prepared or updated before the work advances.Prepare
Assemble approved options, evidence and customer communication.
Stage outcomeCase evidence model is prepared or updated before the work advances.Coordinate
Route re-accommodation, refund, baggage, partner or escalation work.
Stage outcomeKnowledge & response library is prepared or updated before the work advances.Confirm
Update the passenger, booking and case with the agreed outcome.
Stage outcomeOperations control view is prepared or updated before the work advances.Learn
Review demand, failure patterns, repeat contact and unresolved exceptions.
Stage outcomeAgreed next-stage evidence is prepared or updated before the work advances.What you receive
Outputs that make the work usable.
Deliverables are adapted to the client environment and agreed acceptance criteria. The aim is to leave behind usable engineering, technology or operating capability—not presentation material alone.
Airline service catalogue
Supported passenger journeys, queues, channels, systems and authority boundaries.
Assumptions, ownership, dependencies and the agreed review status are recorded with the output.IROPS playbooks
Event taxonomy, prioritization, communication, handoffs and escalation routes.
Working files, source information and revision status are organized so the client team can continue using them.Case evidence model
Booking, passenger, ticket, disruption, decision and communication records.
Results include the relevant checks, open issues, limitations and approval evidence—not only the final conclusion.Knowledge & response library
Approved guidance, jurisdiction prompts and exception handling.
Final handover identifies accepted scope, residual risk, next actions and the accountable owner for each action.Operations control view
Demand, ageing, resolution, repeat contact, quality and recovery performance.
Final handover identifies accepted scope, residual risk, next actions and the accountable owner for each action.Methods & technology areas
PSS & reservation workflowsCRM & omnichannel serviceCase managementKnowledge managementWorkflow orchestrationQuality monitoringOperations analyticsHuman approval
Build · Enable · Operate