AI agents for airlines

Resolve more passenger requests on the first contact

Agentic AI that rebooks passengers, traces bags and settles claims in your airline systems, so your team handles only the exceptions.

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G2 评分：5 分制 4.9 分SOC 2 Type II 和 SOC 3GDPRCCPAHIPAA

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Agentic AI in action

Built for the busiest days

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Disruption rebooking

  • Verifies the passenger and the trip
  • Rebooks on your flights or a partner’s
  • Finds a new seat or refunds the fee
  • Emails the new booking details

Use cases

Built for everyday passenger requests

  • Refunds and travel credits

    Pay refunds owed under DOT and APPR rules to the original payment, and redeem travel credits on new bookings.

  • Booking changes and fare rules

    Quote change fees from the passenger’s own fare rules, reissue the ticket and send the new itinerary.

  • Seats, bags and upgrades

    Sell seats, extra bags and upgrades in the conversation, charged to the card on file with consent.

  • Schedule changes

    Explain a schedule change before the passenger calls, then rebook or refund as they choose.

  • Special assistance

    Record wheelchair, medical and travel companion needs on the booking and confirm them with the airport team.

  • Loyalty and missing miles

    Find missing miles, explain status levels and redeem points on flights and upgrades in one conversation.

  • Check-in and travel documents

    Check that passport, visa and eTA details are complete before the passenger reaches the airport.

  • Group and charter requests

    Take group details, hold seats for the party and send the request to your groups desk to price.

Human in the loop

Escalates with full context

Other-carrier tickets and payouts above your limits, contested delay causes, fraud flags, medical cases and safety calls stay with your team. Expertise hands over a verified, documented case with the work done so far.

预约演示
Travellers passing a terminal window at sunset, seen in silhouette

Why Expertise

Service your passengers can see

  • Face to face

    AI video service on your website and app, in your brand and your passenger’s language.

  • On their screen

    It walks the passenger through each step and shows every change live, on their screen.

  • In your systems

    It verifies the passenger, acts in your airline systems and logs every step for audit.

已在生产环境验证的成果

全部客户案例
Swimmingly case study

90% automated resolution rate

A sports software company handles seasonal spikes in support demand with AI that resolves most conversations on its own.

阅读案例 →
Circuit Electric case study

557 customer contacts avoided in one month

Circuit Electric uses Expertise to answer routine customer questions and reduce avoidable human handling as service demand grows.

阅读案例 →
“If we turned it off, we’d immediately have more emails and calls to the customer service team.”
Jared TwitchellJared TwitchellVP of Digital Enablement, 401GO

How it works

Every step under your control

Full audit trail of every lookup, response and action.

  1. Authenticate

    Verify passengers with your existing methods, such as the signed-in app, a booking reference or a one-time code.

  2. Understand the request

    Pull the booking, fare rules, flight status, bag file and the passenger rights rules that apply.

  3. Take action

    Rebook, refund, issue vouchers or file the claim in your reservation, baggage and payment systems, within the limits you set.

  4. Confirm

    Passengers review the change, such as the new flight or the refund amount, before anything is saved.

  5. Document

    Close the case with a reference and a full record for audit, complaint handling and regulator reviews.

治理与监督

掌控智能体可访问的内容、可执行的操作，以及何时需要人工介入。

AICPA SOCGDPRCCPAHIPAA
访问信任中心

  • Human review where it counts

    You decide what an agent completes on its own and what needs a person to approve, such as other-carrier tickets above a set cost.

  • Approved content only

    Answers come from your tariffs, conditions of carriage, fare rules and procedures. Nothing else.

  • A full audit trail

    Every conversation, lookup and system update is logged for audit, complaint handling and regulator reviews.

  • SOC 2 Type II and SOC 3

    Audited annually, with Canadian data residency available.

  • Your infrastructure, your region

    Dedicated hosting with data residency in Canada, the US or Europe, and your choice of model.

  • Always a path to a person

    Passengers can reach your staff at any point, and the conversation goes with them.

  • Every change on record

    Every prompt, policy and change is versioned, so you can show what the agent was told when your conditions of carriage changed.

  • Enterprise SSO and roles

    Single sign-on and role-based access, so only the right staff can change what agents do.

企业级部署

Built to scale with your team

直接与 Expertise 合作，沿用现有系统，不限用量，无需担心额度上限。

  • Unlimited usage

    Handle storm days, strikes and holiday peaks without metering every call, chat or message from your passengers.

  • Forward deployment

    We help configure workflows, connect systems, test real scenarios and tune agents in production.

  • Works with your existing stack

    Connect to your passenger service system, departure control, baggage tracing, payments, contact centre, CRM and email.

常见问题

Most airline chatbots answer questions and send the rest to your agents. Expertise is agentic AI: it verifies the passenger, then completes the request in your systems, such as rebooking a cancelled flight, filing a bag report or paying a compensation claim, within the limits you set. Your team gets a finished, documented case instead of a transfer.

Yes. When a flight is cancelled or a connection is missed, it rebooks the passenger on your next available flight or a partner’s, keeps seats and bags with the new booking, issues meal and hotel vouchers when they’re owed and offers a refund instead when the passenger prefers. It handles a storm day’s spike without a queue, and other-carrier tickets above your cost limit go to your team.

It works from the passenger rights rules you configure for each route, such as APPR rebooking and compensation in Canada, EU261 in Europe and DOT refund timelines in the US, alongside your own conditions of carriage. Your team stays responsible for compliance, and every step is logged for review.

Yes. It files the bag report, gives the passenger a reference, shares tracing updates, books delivery when the bag arrives and reimburses essentials from receipt photos within your limits. Lost bag claims, damage assessments and payouts above a limit go to your baggage team.

Yes, within your policy. It refunds tickets owed under DOT or APPR rules to the original form of payment and redeems travel credits on new bookings. Exceptions outside the fare rules, chargebacks and fraud signals go to your team.

Other-carrier tickets above your cost limit, contested delay causes, payouts above a limit, fraud flags, medical cases and every safety call. When it hands over, your team gets a verified passenger, the transcript and the work already done.

Yes. Navi introduces itself as your airline’s AI assistant, the label stays on screen, and passengers can ask for a person at any point. The conversation and the case go with them.

Yes. Video, voice and chat work in 175+ languages, including English, Canadian French and Spanish, with the same approved knowledge behind every conversation.

Enterprise deployments can include Canadian data residency, dedicated infrastructure, access controls, human approvals, auditability and model options based on your requirements.

Which disruption fills your queue? Let’s resolve it live.

Bring your busiest call reason to a demo. We’ll show the agent finish it, with every step on record.

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