Conversational AI for every passenger journey

Help passengers book and change trips, resolve service and baggage needs, recover from disruption, and strengthen loyalty with AI that understands journey context, takes approved action, and works alongside your teams across every channel.

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Live passenger resolution Journey changed Context ready
Passenger

My connection changed. Can you help me still get there today?

ALi

I have the journey context and approved servicing options. I can help recover the trip without making the passenger start over.

Recommended move
Review approved recovery options
  • Preferences preserved
  • Service context carried forward
  • Passenger update prepared
Review approved option
Context carried forward
Itinerary
Loyalty relationship
Baggage / service context
Recent interactions
Connected systems
Reservation Servicing policy Loyalty Messaging
Context understood Policy checked Approved option ready

One journey. Every moment that matters

ALi carries itinerary, passenger, loyalty, and service context from booking through travel, recovery, and return, so every conversation starts with the journey already understood.

Journey context
Itinerary Fare / ticket rules Loyalty relationship Recent service history Current operational context
Book · Sales Complete the right trip
“Can I change this fare if my plans move?”
Known context
  • Travel intent
  • Published fare conditions
  • Loyalty relationship
  • Relevant ancillary options
ALi can
  • Explain available fare options and published conditions
  • Surface relevant seats, bags, and other approved ancillaries
  • Complete approved booking or change steps through connected systems
Serve · Customer Care Resolve the journey need
“My bag didn’t arrive with me.”
Known context
  • Journey itinerary
  • Baggage-service context
  • Existing service case
  • Preferred contact channel
ALi can
  • Surface the latest available baggage-service status
  • Explain the airline’s approved next steps
  • Capture delivery or follow-up details and update the servicing workflow
Recover · Disruption Recover the journey
“My connection was cancelled. What can I do?”
Known context
  • Affected itinerary
  • Current operational status
  • Published reaccommodation rules
  • Passenger relationship context
ALi can
  • Surface available options from connected airline systems
  • Explain configured rebooking, waiver, and servicing policies
  • Execute approved changes or route the case to the right team when required
Return · Loyalty Strengthen the relationship
“I fly this route often. Is there a better option for me?”
Known context
  • Travel pattern
  • Loyalty relationship
  • Recent service history
  • Eligible published products and benefits
ALi can
  • Surface relevant fare, product, and loyalty options
  • Explain eligible benefits from configured program rules
  • Guide the passenger or agent toward the appropriate next action

Turn passenger conversations into completed work

ALi Workflow connects the conversation to approved airline systems and processes, so teams can move from understanding the passenger’s need to completing the next step without starting over.

Powered by ALi Workflow
Context
    Recommended workflow

    Systems

    ALi Assist for every airline team

    Give airline teams real-time guidance grounded in the passenger’s journey, current context, and approved knowledge, without making agents search across disconnected systems.

    Airlines Human agent
    Passenger

    Type a reply…
    Send
    ALi Assist
    Passenger context

    Signals
      Knowledge source ALi Knowledge

      Recommended move

      Approved actions

        Know what passengers are telling you

        Turn recurring passenger language into a clearer view of booking friction, service demand, disruption pressure, and loyalty opportunities across conversations.

        What passengers are saying
        “My flight keeps moving.” “My bag is still missing.” “I need to change my return.” “I’m going to miss my connection.” “Why did my seat change?” “Can I use my points for this?”
        What ALi understands
        Disruption intent Baggage friction Rebooking / change demand Connection risk Seat / ancillary friction Loyalty / benefit questions Schedule confusion Service recovery risk
        What airline teams should act on

        See where journey friction repeats, which needs are emerging, and where teams can improve the passenger experience.

        Evaluate every airline conversation at scale

        Review conversations against the journey context, approved policy, action accuracy, and communication quality your airline expects.

        QA Review Airlines Journey-aware evaluation
        Conversation
        Passenger“My connection was cancelled and I need to get home tonight.”
        Agent“I can see the affected journey. I’ll review the currently available recovery options and the servicing rules that apply before we make a change.”
        Evaluation checks
        Pass · Journey context

        The response recognizes the active disrupted itinerary instead of making the passenger restate the journey.

        Pass · Policy accuracy

        The response does not promise a rebooking outcome before current options and applicable servicing rules are confirmed.

        Pass · Action clarity

        The passenger is told what will be checked next and what action can follow.

        Improve · Expectation setting

        State clearly when an option is available versus when it is still being checked in operational or reservation systems.

        Coaching opportunity

        Separate what is already confirmed from what still depends on current operational availability, then give the passenger the next concrete step.

        When plans change, keep the journey connected

        Bring live journey context, approved servicing rules, available options, and the passenger’s previous interactions together so disruption recovery can continue without starting over at every channel.

        Journey context Itinerary Fare / ticket rules Loyalty relationship Special-service needs Recent conversation context
        1
        Operational change

        What changed in the journey

        2
        Passenger impact

        Which itinerary and service need are affected

        3
        Approved options

        What connected airline systems and configured policies currently allow

        4
        Servicing action

        Rebook, communicate, escalate, or continue the case

        Flight operations, safety, security, border and immigration decisions, and other regulated determinations remain with the airline, airport, government, and authorized systems and people responsible for them.

        One passenger. Every channel

        Keep journey context continuous as passengers move between digital and human support, so the itinerary, recent change, service history, and previous conversation travel with them.

        Passenger context
        • Active journey
        • Recent operational change
        • Loyalty relationship
        • Open service context
        Status Journey active
        Chat

        “Journey need identified”

        Messaging

        “Itinerary context confirmed”

        Voice

        “Approved servicing step completed”

        Journey context carries across channels, AI agents, and human handoffs.

        Run airline experiences from ALi Console

        Bring booking, Customer Care, disruption recovery, and loyalty together in one operating layer for knowledge, analytics, real-time assistance, workflow automation, and quality.

        Overview
        Workflow
        Assist
        Knowledge
        Analytics
        QA
        Channels
        Integrations
        Airlines — Live Monitored
        Governed experiences
        SalesActive
        Customer CareActive
        Disruption recoveryActive
        LoyaltyActive
        Airline controls
        Fare / booking rulesActive
        Baggage-service proceduresActive
        Reaccommodation policyActive
        Loyalty program rulesActive
        Servicing & recovery
        Booking / change actionsActive
        Reaccommodation optionsActive
        Waiver / servicing rulesActive
        Human handoffEnabled
        Governance
        QA / evaluationActive
        Approval boundariesActive
        Five modules. One operating layer.
        ALi KnowledgeInforms
        ALi AnalyticsUnderstands
        ALi AssistGuides
        ALi WorkflowActs
        ALi QAImproves

        Measure what matters in airlines

        Measure the passenger journey across booking, service, recovery, and loyalty.

        Booking

        • Booking conversion
        • Revenue per conversation
        • Ancillary conversion
        • Change / rebooking completion

        Service

        • First-contact resolution
        • Digital containment
        • Time to resolution
        • Case escalation

        Recovery

        • Reaccommodation completion
        • Time to passenger resolution
        • Repeat contact during disruption
        • Manual escalation rate

        Loyalty

        • Retention rate
        • Loyalty engagement
        • Service-recovery resolution
        • Repeat contact / escalation

        Transform every moment of the passenger journey

        See how Augmented Labs can help airline teams convert more journeys, resolve service needs, recover from disruption, strengthen loyalty, and improve every passenger conversation.

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