Passenger continuity
Maintain a current case, clear communication and controlled action path across channels and journey events.
Industries / Airline
Connect passenger service, operational response and the systems behind every journey.
CX24 can combine managed operations, digital platforms, data and support workflows for reservations, disruption, refunds, baggage, customer communication and back-office coordination.
BuildIntegrated service platformsEnableData and decision supportOperatePassenger and back-office workflows
Industry priorities
One passenger request can cross systems, teams and operating authority.
Reservations, disruption, baggage, refund, claim and service-recovery work depends on current information and disciplined handoffs. CX24 can connect the digital and operational layers while retaining carrier policy and escalation boundaries.
Disruption response
Prioritize irregular-operation queues, prepare permitted options and escalate cases outside delegated authority.
System & team handoffs
Coordinate information across reservation, customer-service, baggage, payment and back-office environments.
Control & intelligence
Make queue health, exceptions, service evidence and recurring causes visible for operational improvement.
How CX24 supports Airline
Capabilities organized around the industry outcome.
Industries describe who CX24 serves. Build, Enable and Operate describe the capability groups that can be assembled around the requirement.
Build
Create and integrate the digital foundations behind passenger and case workflows.
- Service applications and workflow tooling
- APIs, identity and enterprise integration
- Data pipelines and operational analytics
- Knowledge and agent-assist interfaces
Enable
Help teams work with current context and governed decision support.
- Cross-system case continuity
- Queue classification and exception routing
- Applied AI with approved human authority
- Service, demand and cause intelligence
Operate
Execute recurring passenger and back-office work under carrier-approved policy.
- Reservations and passenger-query support
- IROPS queue and re-accommodation coordination
- Refund, claim and baggage-case preparation
- Back-office, quality and escalation handling
Connected lifecycle
A controlled path from event detection to confirmed outcome.
The operating model connects people, systems, policy and evidence so urgent work can move without blurring commercial or safety-critical authority.
Detect
Capture the passenger request, operational event or system-generated queue item.
Classify
Establish urgency, journey impact, information needs and delegated authority.
Prepare options
Assemble permitted actions using current reservation, policy and case context.
Coordinate
Move the case across systems and teams with complete status and handoff notes.
Confirm outcome
Record the action, passenger communication, exceptions and required follow-up.
Learn
Review service patterns, recurring causes, queue performance and improvement actions.
Relevant CX24 capabilities
Go deeper into the work.
Each link opens a dedicated capability page covering scope, deliverables, engagement structure and control boundaries.
Managed operations
Airline operations support
Passenger servicing, disruption queues, back office and case coordination.
Explore capability →TechnologyDigital platforms & integration
Applications, APIs, workflows, identity and observability.
Explore capability →TechnologyData engineering & analytics
Pipelines, data quality, operational analytics and decision products.
Explore capability →TechnologyAI & intelligent automation
Applied AI with validation, human authority and monitoring.
Explore capability →Managed operationsIT & technical support
Service requests, incidents, triage, knowledge and escalation.
Explore capability →Managed operationsData & back-office operations
Document, transaction, master-data and reconciliation workflows.
Explore capability →Managed operationsManaged operations overview
Transition, controls, trained capacity and measurable service governance.
Explore capability →Engagement boundary
Carrier-approved policy, system access and escalation authority govern execution.
CX24 executes agreed workflows under carrier-approved policies, system access and delegated escalation authority. Commercial, safety-critical, operational-control and carrier-reserved decisions remain with authorized airline teams. Engagement scope must define jurisdictions, channels, systems, service levels and client approvals.
Industries We Serve
Industries = who we serve · Capabilities = what we do