Door-to-Kerb Relay
Special-assistance journeys run as relays; see which leg drops the baton.
The job
Finds the exact handover where promises of special assistance break, makes the responsible ground handler sign for the fix, recovers the SLA credits owed, and confirms with assisted passengers that the wheelchair was waiting.
The moment
Each special-assistance journey is shown as a relay race from door to kerb. At one hub, 63% of broken promises happen at the aircraft door on arrival, between 23:00 and 03:00.
There, the ground handler has two wheelchairs for eleven widebody arrivals. That adds up to $184,000 in SLA credits owed this quarter.
On Monday, the handler's contract manager signs to take ownership of the fix.
Five weeks later, complaints about broken promises on that leg are down 58% while other legs are flat. 18 of 20 passengers sampled say the chair was waiting.
The leg turns green, with both signatures on it.
What it does
- Send handler evidence pack for signature
- Draft apology and make-good
- Log SLA credit
- Launch voice verification
- Open a leg's verbatims
What you see
Relay-race track per station with baton handovers, an evidence pack, an SLA-credit ledger and a verification ledger
What it moves
The share of promises kept on each leg and at each station, and the dollars of SLA credits owed by ground handlers and recovered each quarter.
Built for
- Operations
- Branch, store & field managers
