Airline passenger support
A disrupted flight. A clear next step.
Help passengers find another flight, track a delayed bag or request a refund. Ruhu follows your rules and checks the booking system before confirming a change.
Starts with the Airline Passenger Support template. Hotel workflows need separate configuration.
Passenger support
Customer
My flight was cancelled. Can I travel later today?
Ruhu
There is a seat on the 18:40 departure. Would you like me to move your booking to that flight?
Passenger confirmation needed
Help the passenger move forward.
Airline examples build on the shipped passenger-support template; booking and operational connections are required.
Flight disruption
Find available alternatives and confirm the passenger’s choice.
Airlines
Customer
My flight was cancelled. Can I travel later today?
Ruhu
There is a seat on the 18:40 departure. Would you like me to move your booking to that flight?
Passenger confirmation needed
Behind the answer
- 01
Booking verified
Booking reference and last name match.
- 02
Alternatives checked
Available seats and permitted changes come from your system.
- 03
Choice confirmed
Report rebooking complete only after the booking system confirms it.
Works with your systems
The answer comes from the source.
Your systems stay in charge of the facts. Connect the APIs this workflow needs and choose the actions the agent can take.
Starts with the Airline Passenger Support template. Hotel workflows need separate configuration.
- 01
Booking
Read passenger itineraries and submit approved booking changes.
- 02
Flight operations
Check disruption status and available alternatives.
- 03
Baggage
Track the latest event and submit a delivery claim.
- 04
Payments & refunds
Use your provider’s payment links and approved refund paths.
These are system categories, not a list of ready-made integrations. Availability depends on the APIs and tools configured for your deployment.
Your policy sets the boundary
Automation with clear limits.
- 01
Verify the booking
Check booking details before disclosing passenger information.
- 02
Ask before changing
Confirm the chosen flight or action before submitting it.
- 03
Keep exceptions visible
Route approval requests with the booking and conversation context.
A practical starting point
Start with the workflow. Make it yours.
Adapt the procedure to your policies, connect its required tools, and test it before release.
Starts with the Airline Passenger Support template. Hotel workflows need separate configuration.
Shipped starting templateAirline Passenger SupportView workflow
A passenger support agent for airlines. Verifies the passenger with booking reference and last name, then resolves: flight disruption (status, involuntary rebooking onto alternative flights, or a refund instead); delayed baggage (tracking and a delivery claim with interim expense allowance); refunds under fare rules with an approval threshold; and extra baggage through a secure payment link that never takes card details in the conversation.
A template provides the procedure. Your team configures the connections and reviews what the agent may do.
Define success together
Measure the work that matters.
Agree on a baseline and a focused pilot. Review outcomes alongside exceptions and customer feedback.
- 01
Rebooking completion
Did eligible passengers complete the change they selected?
- 02
Time to the next step
How long did it take to reach a confirmed option or specialist?
- 03
Handoff quality
Did the specialist receive the booking and relevant context?
Suggested pilot measures, not published customer results.
Before you start
Questions teams ask.
Does this also cover hotels?
The shipped starting template covers airline passenger support. Hotel workflows need their own property policies, reservation connections and guest-service tools. The hotel examples above are configuration concepts.
Who decides whether a refund is allowed?
Your fare rules and approval thresholds determine the path. The agent follows those rules and records the status returned by your systems.
How are payments handled?
Connect a tool that issues your provider’s payment link. The workflow should not ask passengers to share card details in the conversation.
Start with one workflow
Bring us a journey that needs a better ending.
We’ll walk through a passenger workflow, its booking-system connections and the rules it needs to follow.