Family Row Guard
Families seated apart? Replay the seating rule that split them.
The job
Stop seating and check-in rules from splitting families or ignoring passengers' seating preferences, find the rule that caused it, and prove the fix worked; for every other check-in or ancillary rule change, return a customer verdict.
The moment
During the holiday exodus 180 mothers post that they were split from their toddlers, and the app traces 78% of them to web check-in after the 2 September fare-bundle change. The Fault Replay shows a family of four scattered to rows 23, 31 and 38, then seated together under the restored family block rule. The rule goes back on Thursday; the next weekend seated apart posts fall to 12 and the verdict stamp reads Improving (n=180 vs 12).
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
'Seated apart' complaints per 10,000 check-ins and gate re-seating contacts, before vs after each seating rule change.
Built for
- Product & digital
- Branch, store & field managers
