Stranded Night Desk
Every stranded passenger gets care tonight, and a call proving it arrived.
The job
Turns the scattered complaints from a disruption into care for each flight that is owed, delivered, communicated and confirmed before morning, and prices the duty-of-care risk that confirmed care removes.
The moment
At 01:30 a flight with 212 passengers is cancelled. A board styled like an airport departures screen tracks whether each stranded passenger gets the care owed.
The duty manager starts a care check. An AI voice agent, introducing itself as AI, calls 20 passengers in their own language. 17 confirm, but three say the hotel shuttle never came.
Those three go to the top of the worklist. The station lead books a taxi at 01:50 and messages them on WhatsApp, as there are no calls overnight. By 02:25 all three have replied that they reached the hotel.
The 06:00 operations call opens on the board: care confirmed for 151 of 160 passengers who answered, across 9 flights, and $0.9 to 1.3 million of duty-of-care risk closed, based on stated assumptions.
What it does
- Assign flight to station lead
- Fire care workflows (hotel block, meal-voucher SMS, transport)
- Send multilingual update
- Launch care check on a sample
- Draft holding reply
- Build exposure board pack
What you see
Split-flap departures board that flips CANCELLED to CARE VERIFIED overnight, with a duty worklist, verification ledger and exposure ledger
What it moves
The share of passengers confirming they got care in each disruption (with how many answered), minutes until care arrives, and the duty-of-care risk closed in dollars, shown as an assumption-based range apart from compensation owed anyway.
Built for
- CX leaders & VoC
- Executives & leadership
