Down to the Seat
Complaints pinned to the exact seat, bed, stand or gate, then cleared.
The job
Traces complaints to the exact seat, bed, stand or gate a customer used, and spots faulty component batches across units. Sends each defect to maintenance, recovers warranty money from the supplier and proves the defect disappeared.
The moment
The cabin chief opens the seat map for the narrow-body fleet. Row 34 glows across nine aircraft, not just one.
Replaying the complaints about seat 34K, passenger quotes run from May until the day the seat actuators were swapped, then stop.
One engineering order goes out with 40 passenger quotes attached.
A warranty pack claims the cost of the faulty actuator batch back from the supplier.
What it does
- Log a defect or merge duplicates
- Send a work order
- Send a warranty pack
- Open the evidence
What you see
Seat maps and stand plans with a ‘fly the seat’ quote stack and a warranty pack
What it moves
Repeat complaints about the same seat or unit per 10,000 passengers, or per fixture or bed-day, the days from first mention to a work order, and warranty money recovered in dollars.
Built for
- Product & digital
- Operations
- QA, training & knowledge
- Partners & ecosystem
