VoC for Airlines
An Agentic Voice of Passenger Intelligence that Capture every passenger signal across the journey and autonomously act on delays, disruptions, and service failures at scale.
Why Airlines Struggle During Distruptions
From feedback to action - complete intelligence for
modern VoC programs.
50+
Touchpoints
Disconnected booking → airport → in-flight → baggage systems
1 in 5
Flights Delayed
Missed Connections , baggage issues spike
Hours to
Complaint
Manual triage during delays & cancellations
<5%
of Feedback Analyzed
Surveys, chats, calls - mostly unstructured
20 - 30%
Complaints
Refunds, delays, compensation scrutiny
Airlines Don't Need More Feedback. They Need Faster Action
Legacy Passenger Feedback
5-10% survey completion rate
Feedback only after flight or disruption
No in-journey visibility
Slow, manual complaint cycles
Typical AI Tools
Basic sentiment / themes and analysis
No root / flight context
No automated triage or recovery
Service still resolves manually
Agentic VoPax Intelligence
100% feedback capture across the journey
Real-time reasoning with operational context
Auto-triage, routing & service recovery
Passenger experience insights at scale
Compliance-ready handling for repeated complaints
Botminds Agentic VoPax Intelligence
AI agents that listen, reason, and act across the entire airline journey.
100% Capture
All passenger touchpoints. Zero blind spots
Deep Understanding
Intent, Emotion, Disruption context, Urgency
Smart Clustering
Themes, Disruption Patterns, Operational risks
Actionable Insights
Clear fixes for Operations, Ground Staff, CX, Loyalty & Hub Control
Autonomous Action
Auto-routing, Escalations, SLAs, Proactive recovery
Check-in, app, web, call center, airport, in-flight, baggage
Understands delays, cancellations, missed connections, service issues
Auto-grouped by route, flight, aircraft type, crew base, service issue
Delivered daily (or in real time)
Measurable Passenger
& Operational Impact
From feedback to action -
complete intelligence for modern VoC programs.
70% Faster Issue Identification
Real-time insight during delays & disruptions
Higher Operational Efficiency
Reduced manual tagging, triage, and case chasing
40–60% Fewer Compliance Risks
Traceable, consistent handling of delay, refund & baggage cases
Lower Churn / Switching Risk
1 in 3 passengers switch airlines after poor disruption handling - VoPax detects & resolves early
Stronger Passenger Loyalty
Personalized recovery offers and proactive outreach
How it works
Enterprise-grade intelligence in five seamless steps
Listen
Capture all passenger signals across channels and journey stages.
Understand
Contextual AI reasoning with flight, passenger, and policy data.
Decide
Prioritize by severity, impact, and business rules.
Act
Auto-resolution, routing, and passenger notifications.
Learn
Continuously improve future passenger journeys.
Omni - Channel Ingestion
Check-in Kiosk
Baggage Service systems
WhatsApp / SMS
Cabin Logs
Call Center Logs
Social Media
SurveysCognitive processing layer
LLM Gateway
Multi-agent Cognitive Engine
ListeningUnderstandingReasoningActionNarrative
Continuous LearningAutonomous Workflows
Self-healing Workflows
Auto-triage & Routing
Cross-team EscalationsExperience Intelligence
Dashboards
Alerts & Briefs
Analytics
Co-pilot
Cockpit
Decision & Action APIsFrom Signals to Operational Action
Closed-Loop
Passenger
Experience
Engine
Baggage & Ground Handling
Traceable Cases → Faster, Fairer Resolution
CEO/COO
Operational Reliability→ Competitive Advantage
Airport & Flight Ops
Lower workload→ Faster disruption handling
Customer Experience (CX) Leaders
Operational Reliability→ Competitive Advantage
Contact Center / Digital Service
Unified passenger pulse→ Better decisions
Airport & Legal / Compliance Ops
Policy-aligned responses → Lower regulatory exposure
Enterprise-grade
Everything
ISO 27001:2013 Certified
SOC 2 Type II Certified
GDPR Compliant