AI-Powered Automation to Cancel Reservations for Future Flight Credit

Introduction

Kaiban's recent review of passenger feedback across leading global airlines found that poor customer service ranks as the second most common complaint. Passengers frequently cite long call center wait times and the difficulty of reaching a live agent as their top concerns. While no industry-wide benchmarks exist, publicly shared experiences indicate that wait times often exceed 45 minutes, with some passengers reporting delays of up to five hours.

A common reason passengers contact the call center is to cancel a reservation and retain its value as a future flight credit. One major international airline Kaiban partners with reported receiving over 4,000 such requests each month.

There is an urgent need for a scalable, intelligent automation that can modernize high volume workflows, such as processing cancellation requests for future credit, with AI-driven solutions.

The Challenge

Handling a request to cancel a reservation for future credit requires reviewing fare-specific rules, fees and restrictions, often spread across multiple systems. This forces staff to search, access and interpret fragmented data, creating friction and delays in the call center.

Manual, Repetitive Process & Long Wait Times

Staff must manually process each cancellation request for future credit, increasing the risk of errors and delays. The repetitive nature of this task makes it ideal for automation.

Complex Fare Rules & Exceptions

Interpreting nuanced fare conditions and exceptions often leads to inconsistent application and confusion for both staff and customers.

Inconsistent Policy Enforcement & Communication

Variability in agent experience and manual processes results in inconsistent enforcement of policies and unclear communication, reducing customer trust.

Limited Scalability

Peaks in call volume overwhelm human teams, triggering backlogs and delays.

The Solution: Kaiban AI Agent for Future Flight Credit Requests

To address these challenges, Kaiban developed AI agents that fully automate the process of canceling a reservation while issuing a future flight credit, transforming how airlines manage cancellations.

Reservation Cancellation with Future Flight Credit Workflow Overview:

Customer Initiation: Customer contacts the call center to cancel a booking and request a future flight credit.
AI Interpretation: Kaiban's AI agent automatically evaluates the request for eligibility and applies fare rules and exceptions.
Customer Notification: AI agent clearly communicates terms and conditions and gives the customer a chance to accept or reject.
Request Execution: If the customer accepts the terms, Kaiban AI finalizes cancellation, logs details and confirms updates.
Escalation or Negotiation: If the customer rejects the terms, AI routes to a live agent or negotiates alternatives.
Follow-Up: Kaiban's AI agent follows up with intelligent reminders to ensure resolution and closure.

Kaiban Visual AI Agent Board

The Future Flight Credit Agent Board visualizes each case progressing through a Kanban-style interface. Airline teams can monitor status in realtime, enabling operational transparency and control.

Cancel and Leave Open AI Agent Board Flow

Benefits of Kaiban's AI Agent Solution

Kaiban's AI Agent delivers measurable value for airlines by automating the workflow of cancelling reservations for future flight credit:

Higher NPS & Satisfaction: Customers enjoy fast, consistent service with minimal wait.
Revenue Protection: Policy enforcement is applied evenly with no room for human error.
Lower Operational Costs: AI absorbs high-volume tasks, freeing agents to focus on higher-value support cases.
Flexible Scalability: Kaiban's AI agents handle demand surges without increasing headcount.
Future-Ready Infrastructure: Automating cancellation for credit workflows lays the foundation for broader call center automation.
AI Knowledge Base Ownership: Kaiban stores all AI learnings, including pricing logic, customer preferences and negotiation patterns, in an airline owned knowledge base, allowing full strategic control.

Benefits of Owning The Knowledge Base

One special benefit that Kaiban offers airlines is complete access and ownership of all agent generated knowledge that allows the airline to:

Preserve Strategic Intelligence: Allows institutional learning at scale by keeping all the learnings from cancellation-for-credit AI Agents within the airline organization.
Accelerate Innovation Across Teams: Enables smarter automation and faster iterations with a centralized knowledge base shared across departments.
Turn Knowledge into a Long-Term Asset: Grows over time as more agents interact with the airline's systems, processes and customers, fueling long-term competitiveness and reducing reliance on external "AI experts."
Avoid Vendor Lock-In: Retain full control over data and decision logic, making it easy to switch providers, adopt new technologies or bring capabilities in-house, without losing the acquired intelligence.

How Kaiban AI Outperforms Traditional Software

	Kaiban AI Agent Advantage	Traditional Software Limitation
Speed	Kaiban's AI agents instantly process requests, interpret fare rules, and update bookings in realtime.	Manual steps, structured input, and human review slow down the process and increase wait times.
Policy Consistency	AI always applies the latest fare rules and policy exceptions, reducing errors and variability.	Policy interpretation varies by agent, leading to inconsistent outcomes and customer confusion.
Scalability & Surge Handling	AI agents handle large surges effortlessly, maintaining service levels during demand peaks.	Manual processes struggle to scale, resulting in backlogs and longer wait times during high demand.
Natural Language Understanding	Kaiban's AI agents understand requests in natural language, extract intent and personalize responses.	Requires structured forms and cannot flexibly interpret free-form customer input.
Adaptability	AI agents learn from new rules, disruptions and exceptions, adapting instantly to changing requirements.	Traditional automation requires manual updates and patches for new scenarios.
Personalization	LLM-based text generation adapts tone and language for different customer profiles, improving satisfaction.	Traditional scripts are rigid and cannot personalize communication at scale.
Continuous Learning	AI agents learn from past decisions and agent-human interactions, improving future policy application and accuracy.	Traditional software is static and does not learn from experience.
System Integration	AI agents work across platforms, enabling seamless automation without deep integration.	Requires complex integrations and costly migrations to replicate similar functionality.

Unlocking Full Airline Call Center Automation

Kaiban's AI agents aren't just solving for today's request load. They are building the airline call center of the future. Automating reservation cancellations for future flight credit establishes the foundation for broader AI-driven transformation.

All reservation change requests
Miles redemption and management
Automated baggage claims automation
Group bookings servicing
General reservation and flight inquiries
Automated post-service follow-ups

Conclusion: Your Airline's AI-Powered Future Starts Here

Kaiban's AI solution for automating cancellation for credit workflows delivers cost savings, faster service, and higher customer satisfaction. It's the first step in replacing manual service models with agile, intelligent automation.

Contact Kaiban to see how AI agents can elevate your airline's support experience.

AI Agents for Airlines: Automating Reservation Cancellation for Future Flight Credit