CX-11 · IRROP Passenger Recovery · Airlines Process Wiki

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Process Flow Diagram (BPMN)

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L4 Process Steps

Step	Step Name	Role / Swim Lane	System	Input	Output	KPI	Dec?	Exc?
Phase 1 1.1	Monitor operational alerts for IRROP triggers	Operations Control Analyst	SITA Airport Management System (AMS)	Flight delay or cancellation signals from ops control, ATC, or OCC	IRROP alert ticket created with flight number, delay code, and estimated passenger impact count	IRROP detection-to-alert time ≤15 min from event confirmation	N	N
1.2	Classify disruption type, cause, and regulatory scope	Operations Control Analyst	Amadeus Altéa PSS	IRROP alert from SITA AMS, IATA delay codes, flight status data	Disruption classification record (delay / cancel / divert), IATA cause code, DOT 14 CFR Part 250 and EC 261/2004 applicability flag	Cause code classification accuracy ≥95%; regulatory flag set within 5 min of classification	N	Y
1.3	Activate IRROP protocol and notify stakeholders	Customer Recovery Manager	Salesforce Service Cloud	Completed disruption classification record	IRROP case opened in Salesforce with severity tier; airport ops, crew coordination, and customer comms teams alerted	All operational stakeholders notified within 10 min of IRROP classification; case opened with correct priority tier in 100% of activations	Y	N
Phase 2 2.1	Extract affected passenger manifest and PNR records	Customer Recovery Analyst	Amadeus Altéa PSS	Disrupted flight number and departure date from IRROP case	Full passenger manifest with PNR, contact details (email, mobile), fare class, loyalty tier, and connection itinerary flag	Manifest extraction completed within 5 min of IRROP activation; contact data completeness ≥92% of affected PAX	N	Y
2.2	Segment passengers by recovery priority tier	Customer Recovery Analyst	Amadeus Altéa PSS	Passenger manifest with loyalty tier, fare basis, connection risk flag, and booking channel	Prioritised recovery queue: P1 (elite status and passengers with tight connections), P2 (connecting itineraries), P3 (point-to-point local)	100% of premium-tier and connection-at-risk passengers classified as P1 before notification dispatch	N	N
2.3	Send proactive disruption notification with self-serve link	Customer Comms Automation	AWS SNS	Prioritised passenger manifest, disruption details, self-service rebooking portal URL	SMS, email, and app push notification sent per passenger; self-service rebooking link and 60-minute response window communicated	≥90% of affected PAX notified within 30 min of IRROP activation; self-serve rebooking adoption ≥35% of notified passengers	Y	N
Phase 3 3.1	Run automated rebooking engine against open inventory	Rebooking Automation System	Amadeus Altéa PSS	Prioritised unresolved passenger queue, disrupted flight data, real-time seat inventory	Candidate alternative itineraries generated per passenger prioritised by departure proximity and cabin match	Auto-rebook match rate ≥70% of affected passengers on same-day service; engine execution time ≤3 min per 200-PAX event	N	N
3.2	Validate alternative itinerary against re-protection policy	Customer Recovery Analyst	Amadeus Altéa PSS	Candidate itineraries, re-protection policy thresholds (same-day ±4 hrs; next-day ±24 hrs)	Policy-compliant itinerary approved for issuance, or case flagged for agent-assisted recovery	Re-protection policy compliance ≥98% of issued auto-rebooks; policy exception review completed within 5 min	Y	Y
3.3	Issue confirmed rebooking and send updated itinerary	Rebooking Automation System	Amadeus Altéa DCS	Validated replacement itinerary, passenger PNR	Updated PNR with new flight segment, boarding pass where applicable, confirmation notification delivered via AWS SNS	Itinerary confirmation delivered within 5 min of rebooking commit; boarding pass pre-issuance success rate ≥95%	N	Y
Phase 4 4.1	Assess passenger welfare entitlement under applicable regulations	Customer Recovery Analyst	Salesforce Service Cloud	Disruption cause code, flight distance, delay duration, passenger origin and nationality	Entitlement determination per DOT 14 CFR Part 250 and EC 261/2004; overnight flag, meal flag, and transport flag set on IRROP case	Entitlement determination completed within 15 min of IRROP activation; regulatory accuracy ≥99% validated by Customer Relations	Y	Y
4.2	Issue hotel accommodation vouchers for stranded passengers	Airport Customer Service Agent	SITA Voucher Management	Overnight entitlement flag, passenger count by airport, contracted hotel partner API availability	Hotel voucher codes issued digitally via app, email, or airport kiosk; rooms blocked with hotel partner	Hotel voucher issuance within 45 min of overnight determination; room availability confirmed for ≥90% of entitled passengers	N	Y
4.3	Distribute meal and ground transportation vouchers	Airport Customer Service Agent	SITA Voucher Management	Delay duration, regulatory entitlement thresholds, terminal and gate location	Meal vouchers and transport vouchers issued digitally or at service desk; voucher redemption records logged in SITA	≥85% of vouchers issued digitally (app or email); airport service desk queue time ≤20 min during events under 300 PAX	N	N
Phase 5 5.1	Route unresolved cases to contact centre agent queue	Customer Recovery Manager	Salesforce Service Cloud	IRROP cases with no auto-rebook match or passenger rejection of auto-offer	Cases assigned to agent queue with priority tier flag; estimated wait time communicated to passenger via SMS	P1 passengers reached by agent within 5 min; P2 within 15 min; P3 within 30 min of queue entry	N	N
5.2	Present interline and OAL rebooking options to passenger	Customer Recovery Agent	Sabre GDS	Unresolved IRROP case, active interline e-ticketing agreements, OAL real-time availability	Expanded rebooking options including partner carrier itineraries presented and explained to passenger	Interline option presented within 10 min of agent engagement; OAL rebook success rate ≥60% when invoked	N	Y
5.3	Confirm passenger decision on rebooking or refund	Customer Recovery Agent	Amadeus Altéa PSS	Alternative itinerary options presented, passenger verbal or digital preference	Accepted rebooking confirmed in Altéa PNR, or refund request logged in Salesforce Service Cloud with case ID	Agent average handling time ≤12 min per case; passenger acceptance rate of presented alternatives ≥75%	Y	Y
Phase 6 6.1	Calculate entitlement and initiate compensation payment	Customer Relations Analyst	SAP S/4HANA Finance (FI/CO)	Confirmed refund or compensation decision, entitlement determination record, original fare paid	Refund or compensation payment initiated in SAP; payment timeline and reference communicated to passenger via Salesforce case	Refund processing completed within 7 business days per DOT requirement; compensation acknowledgement letter issued within 24 hrs of claim receipt	N	Y
6.2	Log IRROP event data and capture NPS impact	Customer Analytics Analyst	AWS Redshift	Closed IRROP cases from Salesforce, post-event NPS survey responses, cost summary from SAP	IRROP event record with root cause, passenger count, recovery rate, NPS delta, and total recovery cost; stored in data lake for reporting	Post-IRROP NPS survey response rate ≥25%; recovery satisfaction score ≥3.5 out of 5.0; event record published within 48 hrs of case closure	N	N

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Process Attributes

Identification

Process IDCX-11

L1 DomainCustomer Experience & Loyalty

L2 ProcessCustomer Experience Operations

L3 NameIRROP Passenger Recovery

L4 Steps17 across 6 phases

Decision Gates5 (all with iteration loops)

Exceptions9 documented

Swim Lanes (Roles)

Operations Control Analyst

Customer Recovery Manager

Customer Recovery Analyst

Customer Comms Automation

Rebooking Automation System

Airport Customer Service Agent

Customer Recovery Agent

Customer Relations Analyst

Customer Analytics Analyst

Systems & Tools

SITA Airport Management System (AMS)Amadeus Altéa PSSSalesforce Service CloudAWS SNSAmadeus Altéa DCSSITA Voucher ManagementSabre GDSSAP S/4HANA Finance (FI/CO)AWS Redshift

Key Performance Indicators

Monitor operational alerts for IRROP triggersIRROP detection-to-alert time ≤15 min from event confirmation

Classify disruption type, cause, and regulatory scopeCause code classification accuracy ≥95%; regulatory flag set within 5 min of classification

Activate IRROP protocol and notify stakeholdersAll operational stakeholders notified within 10 min of IRROP classification; case opened with correct priority tier in 100% of activations

Extract affected passenger manifest and PNR recordsManifest extraction completed within 5 min of IRROP activation; contact data completeness ≥92% of affected PAX

Segment passengers by recovery priority tier100% of premium-tier and connection-at-risk passengers classified as P1 before notification dispatch

Send proactive disruption notification with self-serve link≥90% of affected PAX notified within 30 min of IRROP activation; self-serve rebooking adoption ≥35% of notified passengers

Run automated rebooking engine against open inventoryAuto-rebook match rate ≥70% of affected passengers on same-day service; engine execution time ≤3 min per 200-PAX event

Validate alternative itinerary against re-protection policyRe-protection policy compliance ≥98% of issued auto-rebooks; policy exception review completed within 5 min

Airline-Specific Risks & Pain Points

SITA AMS integration with Altéa PSS can lag 5–10 min during high-volume events, widening the window before rebooking can begin and increasing downstream queue pressure

Weather vs. technical cause code misclassification directly affects DOT compensation liability exposure; Altéa delay code mapping requires manual override when ops and commercial teams disagree

Parallel activation across Altéa, Salesforce, and the crew management system has no single handshake confirmation; coordination gaps emerge during simultaneous multi-flight IRROPs

Passengers booked through OTAs and GDS channels frequently have incomplete or agency-held contact fields in the Altéa PNR; direct SMS or email outreach fails for approximately 8% of affected passengers

Altéa segmentation logic does not automatically identify passengers with connection windows under 60 min on the same PNR; analysts must manually review itineraries, adding 10–15 min per large event

Push notification delivery drops to approximately 72% for passengers without the airline app installed; passengers booked via travel agencies require manual outreach via GDS telex, which averages 20 min per agency

Inputs / Outputs

Primary InputFlight delay or cancellation signals from ops control, ATC, or OCC

Primary OutputIRROP event record with root cause, passenger count, recovery rate, NPS delta, and total recovery cost; stored in data lake for reporting

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