Re-imagining the flight disruption experience
To enhance the airline travel experience with a conversational AI chatbot that helps passengers navigate disruptions smoothly, provides a comfortable wait time and personalized assistance, and reduces costs for airports and airlines.
My Role
Research . Conceptualisation . Prototyping . UX & UI
Timeline
1 month
Industry Domain
Travel
We have all faced the chaos of a delayed flight and know the frenzy that follows, especially during emergencies.
The existing system oscillates between prioritizing the passenger or the business and operations.
Research
Understanding the users, industry standards and experience patterns
We conducted extensive research, including reading business reports and statistics, conducting user interviews, mapping customer journeys, benchmarking analysis, studying competitors, current technology, and industry standards, and brainstorming collectively.
This research provided insights and led to the creation of four primary personas:
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Family Traveller
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Business Traveller
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Adventure Traveller
Pain points
Reflecting on the effects of flight disruptions on the passengers and airlines
Passengers
Airlines
How might we?
Turn unavoidable flight disruptions into opportunities by ensuring a comfortable wait experience for passengers while allowing businesses to profit during the wait time?
Solution
Conversational AI assistance with personalisation ensuring a comfortable wait experience
While most airlines have introduced website and app chatbots to provide quick assistance, their capabilities are often limited to handling inquiries and specific services, leaving an experience gap to fill.
Passenger receives the first update via SMS, which directs to the airlines app.
Clicking the bot icon opens a chat window.
Personalised assistance to ensure comfortable wait time
Aiva realizes that the passenger has extra wait time and suggests places to eat and relax.
It maintains a warm touch and acknowledging their previous visits toenhance their experience and help them stay calm.
Real-time support
Aiva, the chat assistant, informs the passenger about the flight delay with a warm and reassuring tone.
Aiva continues to assist Ria through other pre-flight processes.
Alternative flight recommendations for rebooking based on the passenger's schedule.
The chatbot identifies that Ria completed her web check-in and supports her with security check, bag drop, and other pre-flight processes.
Functional Prototype:
A glimpse of the concept
The functional prototype demonstrates a specific scenario to showcase the concept of conversational AI within the airline app. It illustrates the experience of a passenger, Ria, navigating a flight delay.
Improved experience for passenger
Turning a potential inconvenience into a pleasant experience
As a result, Ria receives
Real-time support
The chatbot provides regular updates about the flight status that results in reassurance and reduced anxiety about the unknown.
Personalized Assistance
Tailored recommendations based on passenger details, journey progress, previous travel history and preferences.
Comfortable waiting experience
Suggest options for managing the delay, such as lounges, restaurants, workstations, etc., to make the wait pleasant, especially when the airlines are unsure of the estimated delay.
Rebooking or accommodation
Provides alternative flight recommendations for rebooking based on passenger’s flying schedule and assistance in finding transportation and accommodation.
Business Value
Increased non-aeronautical revenue for airports
Airports earn a percentage of sales from retail and dining concessions. By nudging passengers to use airport services for a comfortable wait time during delays, the bot boosts airport income.
Higher engagement leads to increased sales at food/retail outlets and greater use of facilities like lounges, play areas, game zones, and workstations.
Business Value
Improved passenger experience presents a business potential
Airlines often don’t know how long delays will last and improving the experience for passengers with disrupted flights offers significant business potential for airlines. Engaging and helping passengers relax reduces frustration and customer service calls, improving disruption management.
Investing in technology and innovative solutions enhances customer satisfaction, loyalty, and brand reputation while reducing operational costs.
Flight delays in numbers
Not only painful for passengers, but it also financially affects the airlines & airports
3.1 lakh passengers
experienced cancellation
9.9 Crore
compensation paid
22.5 lakh passengers
faced delays beyond 2 hrs
26.5 Crore
compensation paid
More Projects
Research · Heuristic Evaluation · UX Audit · Scope · Accenture's Client
Data Analytics · Research · Design Strategy · UX & UI Design · Accenture's Client
Outcome
Announced as one of the top 15 finalist
in the Gen AI Hackathon @Accenture Song!
This concept was developed during a GenAI hackathon, where I led a team of four, overseeing tasks, timelines, and a final presentation that earned jury acclaim for its storytelling and delivery.
Through this experience, I gained insights into airline industry standards, explored generative AI capabilities, assessed technical feasibility, and implemented solutions that balanced passenger and business needs.
Most airlines use conversational AI for basic tasks like check-ins and flight updates. The real potential lies in generative AI, enabling personalized services that enhance passenger experiences, streamline operations, and turn inconveniences into valuable interactions with economic benefits.