Stranded Night Desk
Every stranded passenger gets care tonight, and a call proving it arrived.
The job
Turn a disruption's scattered complaints into per-flight care that is owed, delivered, told and verified before morning, and price the care-duty exposure that verified care closes.
The moment
01:30, a cancelled departure with 212 passengers. The duty manager clicks Launch care check and the voice agent, announcing itself as an AI assistant, calls 20 of them in each passenger's own language. Answers stream into the verification ledger and the row flaps from CARE SENT to 17/20 CONFIRMED; three say the hotel shuttle never came, so the row flips amber to NEEDS HUMAN with their masked numbers on top of the worklist. The station lead books a taxi at 01:50, a WhatsApp reply 1 when you reach the hotel goes to the three (no calls in quiet hours), and at 02:25 the last 1 lands and the row flaps green. The 06:00 ops call opens on the board: care confirmed on 151 of 160 answered checks across 9 flights (94%); care-duty exposure closed $0.9-1.3M, assumption band, instead of a kerbside video trending at breakfast.
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
Care-verified rate per disruption (with n answered), minutes to care, and care-duty exposure closed in dollars (banded, assumption-based, shown apart from compensation owed regardless)
Built for
- CX leaders & VoC
- Executives & leadership
