Airlines BPM
Customer & Booking SupportEnhancing front-line engagement and travel experience across passenger and cargo operations
Passenger Services
Booking & Reservation Support
Delivering seamless assistance for new bookings, rebooking, and itinerary management.
01
Reissue, Refunds, Modifications
Managing ticket changes and refunds in accordance with fare rules and airline policies.
02
Ancillary Services Upsell
Driving incremental revenue through proactive promotion of add-ons like meals, baggage, and seats.
03
Disruption Handling & IROPS
Managing passenger communication and recovery during irregular operations and delays.
04
Baggage Claims (World Tracer)
Supporting lost or delayed baggage tracing and claims with integrated tools like World Tracer.
05
Loyalty Tier & Redemption Support
Facilitating loyalty upgrades, mileage redemption, and member services for frequent flyers.
06
EU261 / DOT Regulatory Support
Addressing regulatory claims and ensuring compliance with passenger rights mandates.
07
Multilingual & Omnichannel Support
Enabling global passenger support via voice, chat, and email in multiple languages.
08
Booking & Tracking Support
Handling cargo space bookings and providing end-to-end tracking updates.
01
Freight Rate Inquiries
Responding to customer freight rate requests with real-time pricing intelligence.
02
Shipment Delay Handling
Proactively notifying clients and mitigating impact from cargo delays or re-routing.
03
Documentation & AWB Queries
Assisting with documentation requirements and resolving airway bill discrepancies.
04
Multilingual & Omnichannel Support
Providing 24/7 multilingual support across email, chat, and phone for global shippers.
05
Cargo Services
Pricing, Fare/ Rate Filing & Process AuditSupporting commercial success through optimized pricing, order validation, and fare integrity
Passenger Services
Pricing Support
Enabling competitive pricing decisions through market analysis and rule validation.
01
Fare Filing
Electronically distributing fares, rules, ancillary service & carrier imposed fees (YQ/YR) using ATPCO/GDSs for global availability of fares for sales in market.
02
Fare Audit RTS@iFA
Ensuring fares, rules & taxes align with internal pricing logic and regulatory requirements.
03
BIDT Audit RTS@iBIDT
Reviewing booking traffic for GDS abuse, agent misuse, and cost leakage.
04
Rate Filing
Filing cargo tariffs and surcharges accurately in airline system
01
AWB Verification
Ensuring airway bill data completeness and consistency to prevent downstream revenue loss.
02
AWB Audit & Processing
Auditing airway bills to ensure alignment with shipment details, charges, and policies.
03
Cargo Services
Revenue Accounting & Compliance Ensuring accuracy, transparency, and compliance in financial and revenue operations
Passenger Services
Passenger Revenue Accounting (PRA)
From ticket sales to final flown revenue recognition, we manage the full revenue lifecycle — including interline billing, proration, and financial reconciliation.
01
Tax Reporting (VAT/GST)
Preparing accurate tax filings and returns aligned with country-specific regulations.
02
Invoice Processing (Airport/GHA/Fuel)
Verifying operational invoices for contract accuracy and timely settlement.
03
Cargo Revenue Accounting
Managing end-to-end cargo revenue lifecycle including flown revenue capture, interline settlement, and reconciliation of billing, uplift, and payment data to ensure accurate, audit-ready financial reporting.
01
Pre-Billing Checks
Reviewing shipment data before invoicing to reduce billing disputes and revenue leakage.
02
Trucking & GHA Invoice Verification
Validating third-party logistics and handling agent charges against contracts and SLAs.
03