Family Row Guard
Families seated apart? Replay the seating rule that split them.
The job
Stops seating and check-in rules from splitting up families or ignoring passengers' seat choices, finds the rule that caused it and proves the fix worked. Gives every other check-in or add-on rule change a verdict from customers.
The moment
During the holiday rush, 180 parents post that they were seated apart from their toddlers.
The app traces 78% of them to web check-in after the 2 September fare-bundle change. A replay shows a family of four scattered to rows 23, 31 and 38, then seated together under the old "family block" rule.
The rule goes back on Thursday.
The next weekend, posts about being seated apart fall to 12, and the verdict reads "Improving", based on 180 posts before and 12 after.
What it does
- File seating-rule change
- Send gate re-seating script
- Register change and verdict rule
- Open verbatims
What you see
Release verdict board with a seating story, an animated fault replay and rule files
What it moves
Complaints about being seated apart per 10,000 check-ins, and requests to be re-seated at the gate, before and after each seating rule change.
Built for
- Product & digital
- Branch, store & field managers
