Claim #4127
Payout awaiting approvalDelay of flight OP 214
- Passenger
- Olga Kim
- Request
- Meal expenses, €16
- Reply due
- by 18 November
Lev drafted a reply under the conditions of carriage
Approve payoutEdit
Opero for airlines
AI staff for your airlinePassengers get answers in seconds
Five AI employees answer passengers around the clock, handle groups, agencies and claims, and message every passenger when a flight is delayed. Complex cases and payouts stay with your people.
Corporate plan on request. We connect your booking system during the pilot.
Inbox
Farhod Nazarov
WhatsApp, flight OP 214
Today
Message the passenger
Flight disruption
A delayed flight without a queue at the contact center
When a flight is delayed, hundreds of passengers write at once. The AI disruption coordinator messages each of them, collects their decisions and hands your agents ready tasks.
14:05
The flight is delayed by 4 hours 20 minutes
The duty officer marks the delay in Opero, or the status comes from your system if it was connected during the pilot. The coordinator sees right away who is affected.
FlightsOP 214
14:2018:40Dushanbe → Moscow, 19 October
Delayed until 18:40
DelayStage 1 of 5- 0
passengers on the flight
- 0
connecting in Moscow
- 0
with special services
Wheelchair, unaccompanied minor, pet in the cabin
Dina, AI disruption coordinator, is drafting a message to passengers…
- 0
14:09
A message to every passenger
The coordinator writes the message in each passenger's language. The duty officer approves it with one button, and 180 messages go out via WhatsApp, Telegram and email.
FlightsOP 214
14:2018:40Dushanbe → Moscow, 19 October
Passengers notified
MessagesStage 2 of 5ENTJRUFlight OP 214 Dushanbe – Moscow is delayed, the new departure time is 18:40. Choose what suits you: wait, move to OP 216 on 20 October at 07:15, or get a refund.
Approved by the duty officer at 14:09
Sent0 of 180WhatsApp
0Telegram
0Email
0
14:40
Passengers choose for themselves
They reply in the same chat: wait, move to another flight or get a refund. The AI answers questions about baggage and connections right away and reminds those who stay silent.
FlightsOP 214
14:2018:40Dushanbe → Moscow, 19 October
173 of 180 replied
ChoicesStage 3 of 5- Will wait0
- Another flight0
- Refund0
- No reply yet0
173 of 180 replied
The AI reminded the silent ones at 15:10
14:52
Agents get ready tasks
Who to rebook, who gets a refund under the fare rules, who needs to be met with a wheelchair. Each task comes with the passenger's choice, the conversation and a deadline.
FlightsOP 214
14:2018:40Dushanbe → Moscow, 19 October
Tasks with agents: 4
TasksStage 4 of 5Rebook 29 passengers on OP 216
Disruptionsby 16:00
Refund 13 passengers under the fare rules
Refundstoday
Wheelchair: meet at the gate at 18:10
Ground services18:10
7 passengers with no reply: follow up
Contact centerby 16:30
Each task includes the passenger's choice and the conversation
Two days later
Claims don't get lost
A passenger files a claim over the delay. The AI claims specialist registers it, sets the response deadline and drafts a reply under your rules. A person approves the payout.
FlightsOP 214
14:2018:40Dushanbe → Moscow, 19 October
Claims: 6
ClaimsStage 5 of 5New
0In progress
0Awaiting approval
0
AI staff
Five AI employees for airline work
Each one knows your rules from the knowledge base, works in its own channels and passes to your agents whatever needs a human decision.
Contact center
MariaAI contact center agent
Now
Answering in Uzbek about carry-on
- Flight status and new departure times
- Baggage and carry-on allowances
- Changes and refunds under fare rules
- Special services: wheelchairs, pets, unaccompanied minors
A person decides
Complaints and unusual cases go to an agent with the full conversation
Groups and charters
AnnaAI group and charter sales manager
Now
Preparing an offer: 24 people, Dushanbe – Istanbul
- Group and charter requests from every channel
- Offers based on your group terms
- Deadlines for deposits, name lists and ticketing
- Reminders to the client before each deadline
A person decides
A manager approves prices and terms above the threshold
Agencies
ViktorAI agency manager
Now
Checking the documents of Northern Wind
- Agency questions about rules and ticketing
- Onboarding a new agency: form and documents
- Reminders about deposits and overdue payments
- Schedule change notices to agencies
A person decides
Your manager approves the agency contract and credit limit
Claims
LevAI claims specialist
Now
Drafting a reply about a damaged suitcase
- Baggage: damaged, delayed, lost
- Flight delays and cancellations
- Ticket refunds
- A response deadline for every claim
A person decides
Payouts and refunds only with a person's approval
Disruptions
DinaAI disruption coordinator
Now
Collecting replies from OP 214 passengers
- A message to every passenger of a delayed or cancelled flight
- The passenger's choice: wait, another flight or a refund
- Tasks for agents: rebooking, refunds, assistance
- Reminders to those who haven't replied
A person decides
A mass message goes out after the duty officer approves it
And the rest of the AI staff
Procurement, accounting, hiring, legal and marketing in Opero work for an airline too, in the same system.
- AI buyer
- AI accountant
- AI recruiter
- AI lawyer
- AI marketer
Names and portraits are examples: you choose the role, name and permissions of each AI employee.
Funnels and knowledge
Groups, agencies and claims with deadlines
Every request has its stage and its deadline. AI employees move requests through the stages, remind about deadlines and know your rules from the knowledge base.
Funnels
Request
2Codelab, 24 people
Dushanbe → Istanbul, 12 November
offer by 20 October
ProfCosmetic, 15 people
Moscow → Tashkent, 9 November
offer by 21 October
Offer
2School No. 7, 32 people
Moscow → Dushanbe, 28 December
reply by 22 October
Northern Wind, 40 people
Tashkent → Istanbul, 5 December
reply by 27 October
Deposit
1Lavanda Group, 18 people
Tashkent → Moscow, 3 November
payment today
Names and ticketing
1Hudson, 12 people
Istanbul → Tashkent, 26 October
names by 21 October
A knowledge base with your rules
Upload fare rules, baggage allowances and special service procedures. AI employees answer by them, and when a rule changes, you just update the document.
Knowledge Base
Fare rules: Light, Standard, Flex
PDF, 18 pages, updated 2 October
Baggage and carry-on allowances
Document, updated 14 October
Special services: wheelchairs, pets, children
Document, updated 9 October
Changes and refunds
PDF, 6 pages, updated 1 October
Connections and transfers
Document, updated 11 October
Frequent passenger questions
120 questions, updated yesterday
A chat on your website
Passengers write straight from the booking page and get an answer right away. The chat goes on your site with a small code snippet, and conversations land in the same Inbox.
Connections
Works from day one, your systems are connected during the pilot
You don't need integrations to start: AI employees answer from the knowledge base in the channels you already have.
From day one
No integrations or long rollout
WhatsApp
TelegramWebsite chat
Email
Knowledge Base
Funnels and tasks
Log and approvals
During the pilot, for your airline
We connect your systems and agree on the scope together at the start
Booking system
Amadeus
Sabre
Hitit Crane
Navitaire
Sirena-Travel
Flights and baggage
Flight status feeds
WorldTracer
Channels
Official WhatsApp Business API
Voice
We build these connections for each airline during the pilot, they are not switched on with a button.
Pilot
How the pilot works
We start with one task and one channel and expand based on results. Your agents always see what the AI is doing.
0101
We discuss the tasks
We have a call and choose where to start: the contact center, groups, agencies, claims or disruptions. You send us your fare rules, baggage allowances and frequent questions.
0202
We connect your systems
We fill in the knowledge base and set up channels, permissions and limits. We connect your booking system, flight status feeds and anything else the pilot needs.
0303
We launch and expand
At first, AI employees propose and your agents approve. Every action is in the log, and you widen permissions when you're ready.
Data and control
Connections are encrypted, backups are made every night, and every AI action is in the log.
We discuss your country's requirements for passenger personal data before the pilot starts.
01
Approvals
Payouts, refunds and mass messages go out only after a person decides.
02
Log
Every action of an AI employee is recorded: who it answered, when and what.
03
Permissions and limits
Set for each AI employee: what it does on its own and what needs approval.
04
Handoff to a person
A complex case goes to an agent with the conversation and the passenger's choice.
05
Honesty
Asked directly, the AI tells the passenger that it is an AI.
06
Service level
We agree on a service-level agreement as part of the corporate plan.
Pricing
Corporate plan and pilot
For airlines, we price the work to the task. Travel agencies and other aviation and travel companies use the regular Opero plans.
Corporate plan
On request
The price depends on three things:
- 01Volume of passenger conversations
- 02Integrations with your systems
- 03Service-level agreement
Pilot programme
We start with a pilot on one task. We agree on the terms on the first call, and afterwards you decide what to expand.
Aviation and travel on the regular plans
These companies don't need a corporate plan: they use Opero on the regular plans, with the first 14 days free.
AI employee from $49 a month
Opero pricingTravel agencies
Answers to travellers in messengers, proposals and invoices at your prices, payment reminders.
General sales agents
Work with agencies: requests, contracts, invoices and letters to debtors.
Charter brokers
Charter requests, offers at your rates, deals that move through stages.
Ground handling
Airline requests, contracts and invoices, contract review by the AI lawyer.
Cargo agents
Cargo requests, proposals at your rates, finding new clients.
FAQ
Questions airlines ask
In short: how we connect, where data lives, and what the AI does on its own versus what stays with your people.
No. From day one, AI employees answer from your knowledge base in WhatsApp, Telegram, the website chat and email. We connect your booking system, flight status feeds and WorldTracer for your airline during the pilot.
We build the connection to Amadeus, Sabre, Hitit Crane, Navitaire or Sirena-Travel for your airline as part of the pilot. We agree on what to connect together at the start.
No. The AI claims specialist prepares a decision under your rules, and a person approves every payout and refund. Mass messages to passengers also go out only after the duty officer approves them.
In the passenger's language: a question in Tajik gets an answer in Tajik, a question in English gets one in English. Your agents see every conversation in the Inbox.
The AI hands them to an agent with the conversation and the passenger's choice. Complaints, unusual situations and anything that needs a decision stay with your people.
Connections are encrypted, and backups are made every night. We discuss your country's requirements for personal data before the pilot starts.
Airlines get a corporate plan on request: the price depends on conversation volume, integrations and the service-level agreement. Travel agencies and other aviation and travel companies use the regular Opero plans.
We set up the voice channel for your airline during the pilot. Until then, AI employees work in messaging: WhatsApp, Telegram, the website chat and email.
MariaAnnaViktorLevDinaLet's discuss a pilotfor your airline
Write to us: we'll explain how the pilot works and connect AI employees to your systems.
Or write to info@yakdu-group.ru