How it works
Trigger and data needed
Trigger: business event from operations: flight delayed or cancelled
- Operational flight status event
- Booking-to-passenger lookup
- Loyalty tier
- Push and SMS consent
Audience and journey logic
- Trigger on a business event for the flight
- Resolve affected passengers from bookings
- Keep only the latest status per passenger
- Send push or SMS with the new time
- Offer self-service rebooking for cancellations
- Escalate premium tiers to service teams
Channels
- Push
- SMS
- App inbox
How to measure it
- Self-service rebooking rate
- Contact-centre calls per disrupted passenger
- Delivery latency
Guardrails
- Throttle sends during mass disruption
- Never send conflicting times
- Fallback text if loyalty data is missing
See it in a case study
This use case is implemented in the related case study.
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