Passenger continuity
Maintain a current case, clear communication and controlled action path across channels and journey events.
Industries / Aviation
Connect passenger service, operational response and the systems behind every journey.
CX24 can combine managed services, 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 and team handoffs
Coordinate information across reservation, customer service, baggage, payment and back office environments.
Control and intelligence
Make queue health, exceptions, service evidence and recurring causes visible for operational improvement.
Solutions for Aviation
Capabilities connected to 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 capabilities
Capabilities you can engage.
Each link opens a dedicated capability page covering scope, deliverables, engagement structure and control boundaries.
Managed Services
Aviation operations support
Passenger servicing, disruption queues, back office and case coordination.
Explore capability →TechnologyDigital platforms and integration
Applications, APIs, workflows, identity and observability.
Explore capability →TechnologyData engineering and analytics
Pipelines, data quality, operational analytics and decision products.
Explore capability →TechnologyAI and intelligent automation
Applied AI with validation, human authority and monitoring.
Explore capability →Managed ServicesIT and technical support
Service requests, incidents, triage, knowledge and escalation.
Explore capability →Managed ServicesData and back office operations
Document, transaction, master data and reconciliation workflows.
Explore capability →Managed ServicesManaged Services overview
Transition, controls, trained capacity and measurable service governance.
Explore capability →What CX24 can deliver for Aviation.
Capabilities are assembled around the required solution, client standards, acceptance criteria and level of responsibility CX24 accepts.
Tools and platforms for the work
Passenger service systems · CRM · Case management · Workflow platforms · Knowledge systems · Reporting and analytics
Specific tools are agreed around client standards, interfaces, information controls and the required output.Outputs the client can use
Service workflow design · Queue and escalation model · Knowledge and communication pack · Quality controls · Performance scorecard
Format, revision status, ownership and acceptance criteria are defined in the engagement scope.Evidence clients can inspect
Policy adherence · Case chronology · Queue and service measures · Quality results · Escalation and recovery evidence
Client names, project details and outcome claims are published only with permission.Flexible ways to engage
Defined service improvement · Dedicated operations team · Delivery centre · Managed service
Commercial structure and governance are matched to scope, duration and operational responsibility.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 authorised 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