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Rebooking Operations

The Rebooking Operations workflow allows Operations Control Center (OCC) operators to find, secure, and issue alternative flight itineraries to stranded passengers during a flight cancellation or severe delay.

This guide details the step-by-step actions an operator takes in the console to resolve flight disruptions using the Rebooking Engine.

The Rebooking Operator Workflow​

Step 1: Open the Passenger Sub-case​

  1. Navigate to the Disruption Dashboard and select the affected flight.
  2. Click on a passenger's row to open their Sub-case.
  3. Note: opening the details automatically acquires an Entity Lock on the passenger profile. Other agents will see a 🔒 icon on this row and will be unable to make edits while you have the profile open.

Step 2: Query Recovery Options​

  1. In the passenger's detail panel, locate the Flight Recovery section.
  2. Click Generate Recovery Options.
  3. The Rebooking Engine will run a connection-aware search and present a list of ranked alternatives. Layovers, airline policies, and seat availability are automatically verified.

Step 3: Review Layovers and Risk Scores​

For each generated itinerary, review:

  • Routing Details: Direct vs. connected legs, layover durations, and total travel time.
  • Flight Risk Rating: Color-coded risk bars (Green/Yellow/Red) derived from the flight predictor. Avoid routing passengers through layovers or flights showing a High Risk of further disruptions.
  • Seat Availability: The system shows live available seats.

Step 4: Issue Options to the Passenger​

  1. Click Hold & Issue next to the chosen flight option.
  2. This triggers two immediate actions:
    • Nexa places a temporary Seat Hold (with a 20-minute countdown) to lock the passenger's seats in the airline's inventory.
    • An SMS, Email, or WhatsApp message is sent to the passenger containing a secure link to the self-service web portal.
  3. The passenger's sub-case state transitions to OFFER_READY. You can close the passenger's tab and serve other passengers. Your session lock is released.

Step 5: Monitor the Passenger Decision​

The passenger has 20 minutes to review the itinerary from their phone:

  • If Accepted: The booking is completed. The airline's passenger ticketing system (PSS) is updated automatically, new e-tickets are issued, and the sub-case state transitions to RESOLVED (Terminal).
  • If Declined / Expired: If the passenger declines the itinerary or the 20-minute seat-hold timer runs out, the seats are returned to the inventory pool. The sub-case transitions to the Manual Rework Queue and highlights the passenger for operator review.

Handling Declined Flights (Rework)​

If a passenger declines an offered flight (e.g., they prefer a refund or a later date), they are flagged in your dashboard:

  1. Open the passenger profile.
  2. Review the passenger's notes/feedback (if any).
  3. Generate new recovery options (Step 2) or escalate the case to the Manual Review team to issue a cash or hotel voucher instead.
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