Leading GCC LCC cuts IROP-related agent time by 68%
Implementation: 7 weeks
The challenge
A leading GCC low-cost carrier operating ~80 aircraft was spending a disproportionate share of contact-center capacity on disruption recovery. Manual rebooking, multi-language passenger communication (Arabic, English, Urdu, Tagalog, Hindi, Bahasa), and voucher issuance were consuming 40%+ of agent-handling time during weather and operational events. Agent staffing peaked were planned to peak by 18% for the next fiscal year.
Our approach
Deployed Care+ with Adeal conversational AI in 7 weeks. Flex Rebook configured for same-day, next-day, and partner-airline cascade. Adeal trained on the airline's specific fare rules, hotel voucher policies, and disruption procedures across 12 languages. Notification orchestration across SMS, WhatsApp, push, and email with passenger-preferred channel selection. Integrated with the airline's existing PSS (Radixx) via Retail Connect.
The outcome
Within 4 months of go-live: 80% of disruption-related passenger interactions handled by Adeal without escalation. 68% reduction in IROP-related agent time. Median time from disruption notification to rebooked-and-confirmed dropped from 18 minutes to 4 minutes. Pax NPS during IROPs rose by 23 points. Agent headcount expansion plan paused.
“Disruption used to be the worst week of every month for our contact center. Now it's a Tuesday. Adeal handles four out of five conversations end-to-end, and our agents finally get to focus on the passengers who actually need a human.”
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