AI Contact Center for Airlines & Aviation
Handle IROPS surges, baggage claims, and loyalty queries at scale — without 90-minute hold times.
Aviation contact centers face an extreme demand problem: normal operations generate predictable volumes, but a single weather event or ATC delay can triple inbound contacts within minutes. Lobbi's AI answers every contact without a queue and scales with peaks in demand — answering flight status and policy questions from your knowledge base, and looking up bookings, rebooking options and baggage status through your systems' APIs — while human agents focus on the complex itinerary changes and escalations that require real expertise.
Customer Service Challenges in Aviation
Airlines operate within a contact center environment unlike any other industry — irregular operations create demand spikes no traditional staffing model can absorb.
IROPS Contact Surges
A single cancelled hub departure can generate thousands of simultaneous inbound contacts within minutes. Traditional contact centers cannot scale fast enough, resulting in hours-long queues and significant passenger dissatisfaction scores.
Baggage Tracing & Delay Complaints
Mishandled baggage creates high-emotion, high-volume contacts that are costly to handle manually. Passengers need real-time tracking status updates and compensation processing — not ticket references and 10-day email responses.
Loyalty Programme Complexity
Frequent flyer programmes generate enormous contact volume — tier qualification, miles accrual disputes, redemption questions, partner credit — yet most of these contacts are informational and don't require specialist knowledge.
Regulatory Compliance Under Pressure
EU261/2004, DOT regulations, and bilateral consumer protection rules require airlines to process compensation claims within strict timeframes. Errors or delays in claim handling create regulatory exposure on top of the operational cost.
How Lobbi Transforms Aviation Customer Service
Lobbi connects to reservation, baggage and loyalty systems that expose a REST API through its no-code integration builder — giving the AI current booking data to resolve passenger contacts at the speed disruption demands.
IROPS Rebooking Through Your Systems
During disruptions, the AI looks up the booking through your reservation system's API, presents the alternatives it returns within your fare rules, and asks the passenger to confirm before any change is made. If an agent transfer is not answered in time, the caller hears a spoken message in their language instead of endless hold music.
Baggage Status Lookups
Connected to your baggage tracing system's API, Lobbi gives passengers the current status of a delayed or missing bag, captures delivery details, and opens a ticket for your baggage team with an AI summary. Photos of a damaged bag sent via webchat or WhatsApp are analysed by the AI.
Compensation Claim Intake
Lobbi explains your compensation policy from the knowledge base and collects the journey details a claim needs with a guided flow. It does not determine legal eligibility — claims go to your claims system via integration or to your regulation team as a ticket, and escalation policies raise the priority before a handling deadline is breached.
Loyalty Programme Self-Service
Miles balance and tier status are looked up through your loyalty platform's API; redemption rules, partner accrual and missing miles questions are answered from your knowledge base. Contact groups give top-tier members their own AI instructions, preferred queue and task priority.
Multilingual Passenger Support
International routes mean international passengers. The AI detects the passenger's language on every message and answers in it — 50+ languages on text channels, 30+ on voice — with pronunciation guides for airport and route names and survey texts per language.
Proactive Flight Status Notifications
Coming soon: Outbound AI will contact affected passengers before they call, sharing delay information and rebooking options. Today, passengers can check their flight status by phone, WhatsApp, SMS or webchat at any time, and callers in the queue can press 1 for a callback.
Common Aviation Use Cases
From low-cost carriers to full-service international airlines, these are the passenger scenarios Lobbi handles every day.
Weather Cancellation Rebooking
A snowstorm cancels 40 departures. Lobbi's AI answers every contact without a queue: passengers get the alternatives your reservation system returns, confirm their preference, and the change is made through your system's API. Callers who want a person can press 1 for a callback instead of waiting on hold.
Delayed Baggage Claim
A passenger's bag did not arrive at destination. Lobbi looks up the bag's status through your baggage tracing system's API, captures the delivery address, and creates a ticket for the baggage team with the conversation summary — so the passenger does not have to repeat the story.
Missing Miles Claim
A frequent flyer's miles from a partner hotel stay did not credit. Lobbi collects the stay details and partner confirmation number with a guided flow, submits the claim through your loyalty platform's API or as a ticket, and explains the processing time stated in your policy.
EU261 Compensation Claim
A passenger whose flight was delayed over three hours asks about their entitlements. Lobbi explains your policy from the knowledge base, captures the journey details, and routes the claim to your regulation team — the decision on eligibility stays with you.
Special Assistance Requests
A passenger travelling with a mobility aid requests wheelchair assistance at both airports. Lobbi captures the details, adds the request to the reservation through your reservation system's API, and confirms the service with the passenger.
Seat Upgrade & Ancillary Questions
A passenger on a long-haul flight asks on WhatsApp what an upgrade costs. Lobbi answers from your knowledge base, checks availability through your reservation system's API, and shares a payment link from your payment provider — card data is never handled by Lobbi.
Frequently Asked Questions
Can Lobbi handle mass rebooking during flight disruptions?
Yes, for the requests that fit your rebooking policy. During irregular operations (IROPS) — weather cancellations, ATC disruptions, ground stops — Lobbi's AI answers every contact without a queue and scales with peaks in demand across voice, webchat, SMS, WhatsApp and email. Through an integration with your reservation system's API it looks up the booking, presents the alternatives your system returns, and asks the passenger to confirm before any change is made. If a transfer to an agent is not answered in time, the caller hears a spoken message in their language instead of endless hold music, and callers in the queue can press 1 for a callback.
How does Lobbi connect to airline reservation and loyalty systems?
Lobbi connects to systems that expose a REST API — such as a passenger service system or a loyalty platform — through its no-code integration builder, with API key, bearer, basic or OAuth 2.0 authentication. You define the actions the AI may call, such as looking up a booking or changing a seat, and can require passenger confirmation before an action runs. Every call is logged with sensitive data redacted from the logs. Integrations are configured during onboarding and are included in every plan.
Can the AI handle frequent flyer programme inquiries?
Yes. Lobbi answers loyalty programme questions — tier rules, redemption conditions, partner accrual — from your knowledge base, and looks up a member's miles balance and tier status when it is connected to your loyalty platform's API. Missing miles claims are captured with the required details and submitted through your system or handed to your loyalty team as a ticket. Members in a contact group, such as top-tier flyers, can get their own AI instructions, preferred queue and task priority.
Does Lobbi support the multiple languages required for international airline operations?
Yes. On text channels the AI detects the passenger's language on every message and answers in it, in 50+ languages. Voice AI supports 30+ languages, with one language per call, and pronunciation guides make sure airport, route and brand names are spoken correctly. Survey questions and thank-you texts can be set per language. When a human agent takes over, a banner shows the passenger's language and agent replies can be auto-translated before sending.
How does Lobbi handle EU261 and passenger rights compensation claims?
Lobbi explains your compensation policy from your knowledge base and collects the journey details a claim needs through a guided flow — flight number, date, booking reference and the reason for the claim. Lobbi does not decide legal eligibility: the claim is passed to your claims system through an integration, or routed to a specialist agent as a ticket with the conversation summary attached. Escalation policies can raise the priority or notify a supervisor before your handling deadline is breached.
Ready to Transform Your Aviation Contact Center?
Stop letting IROPS events define your passenger satisfaction scores. Lobbi's AI answers every contact without a queue — and your agents focus on the cases that need human judgment.