70% Faster Handling and 100% Accurate Passenger Notifications with Automated IROPS Management for a Low-Cost Airline

The Southeast Asia–based low-cost airline struggled with slow, error-prone, and manual disruption communications that delayed notifications, created passenger confusion, and strained operations. By deploying IGT Solutions’ intelligent automation framework, the airline achieved 100% accurate and scalable passenger notifications, reduced AHT by 70%, and significantly improved customer satisfaction.

About the Client

The client is a prominent low-cost airline headquartered in Southeast Asia.

Business Challenges

The airline’s manual disruption communication was slow, error-prone, and resource-intensive. This led to delayed, inaccurate passenger notifications that caused confusion and harmed customer satisfaction. Scalability was limited, and human errors frequently impacted communication quality, putting additional strain on operational teams.

100% increase in sales conversions. Increase in conversions from 12% to 25%.

Business Solution

IGT Solutions implemented an intelligent automation framework that fully automated passenger disruption notifications. The solution extracted disruption data, identified affected passengers, generated tailored SMS and email alerts, and sent notifications while updating backend systems for real-time tracking and audit. This eliminated manual effort, reduced errors, and ensured fast, accurate, and scalable communication

Business Results

Accurate Passenger Notifications

Reduced AHT

Improved Passenger Satisfaction

Tools Partner

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