Case study · Order-to-Cash

Automated cancellation and refund for top US Airline

Global travel restrictions during the COVID-19 pandemic buried a leading American airline in cancellation, rescheduling and refund requests. Hyperautomation resolved thousands of hours of backlog in approximately six weeks — accurately — so customers were looked after despite the constraints.

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6 wks

to clear the backlog

Industry: Airline
Footprint: United States
Scale: Thousands of hours of backlog
Process area: Order-to-Cash
Agents: Case ManagementDispute ManagementReconciliation (AR)

6 wks

to clear the backlog

1000s

of hours of backlog resolved

Accurate

every refund validated to fare rules

Superior

customer experience despite constraints

01 · The situation

Thousands of hours of refund backlog cleared in about six weeks

Travel restrictions triggered an overload of flight cancellation, rescheduling and refund requests.

Customer service teams could not cope with the thousands of requests coming in, and accuracy suffered under the pressure.

Every delayed or incorrect refund was a customer-experience problem at the worst possible moment for the industry.

02 · What JiffyFinOps.ai did

Requests classified on arrival — cancellation, reschedule or refund — and matched to the booking and fare rules.

Eligible refunds calculated and processed end to end; exceptions routed with the evidence assembled.

Every action validated against fare rules and payment records, so the backlog was cleared correctly, not just quickly.

Refunds tied back to receipts and the ledger so finance could see the cash impact as it happened.

03 · The outcome

6 wks to clear the backlog

The backlog was cleared in roughly six weeks with accuracy intact, and the airline delivered a superior customer experience despite pandemic limitations.

04 · How it rolled out