Change of Flight
Turn flight changes into stress-free experiences without extra staff.
In the travel industry, flexibility is no longer optional. Passengers expect to manage changes quickly, without stress or friction. Your airline must adapt to meet demand with consistency and efficiency.
If your team still handles flight changes through call centers or manual support, you face high operational costs, long wait times, and frustrated customers who expect better digital experiences.
At be bolder, we help your airline reduce that burden. With the right solution, flight changes stop being a drain and become a chance to improve satisfaction, cut costs, and regain control.
The challenge: Reduce support overload caused by flight change requests
Managing flight changes required passengers to contact the call center. Each request increased support load, delayed replies, and made the process slow, manual, and dependent on agent availability.
The situation often led to long wait times, dissatisfied passengers, and increased costs from handling routine changes with human staff, especially during peak seasons or in cases of last-minute updates.
Available tools were fragmented, hard to customize, or too costly to maintain. As a result, our client remained tied to an inefficient model that limited flexibility and strained internal operations.
Our solution: A self-managed flow to reduce pressure on support teams
A flexible, user-centered solution was designed by be bolder to relieve the client’s operational burden, turning the flight change process into a digital, efficient, and independent self-service flow.
How does the solution work?
Passenger identification via PNR and surname:
The system uses check-in data to authenticate users and give access to the change flow.
Dynamic reservation display:
It shows the itinerary and highlights only editable segments, reducing errors and avoiding support tickets.
Flexible selection of new travel dates:
Passengers choose new flights from available options, improving autonomy and reducing support calls.
Real-time fare and service validation:
The system checks fare differences and SSR availability before confirming the selected update.
Clear payment summary before confirmation:
A full view of the new itinerary and fare changes helps users accept or cancel the update.
Independent operation of booking systems:
The module runs standalone or integrates with Manage My Booking for easy rollout and maintenance.
Implemented technologies
To enable a lightweight and flexible solution, a modular architecture was implemented using the following technologies:
Java backend: Powers business logic and handles integrations with external airline systems.
React framework: Delivers a responsive interface for seamless passenger interactions.
Google Cloud Platform: Hosts and scales the application with reliability and security.
Redis cache: Optimizes data retrieval for availability checks and booking updates.
MySQL database: Stores and organizes booking and fare change records efficiently.
The results: Lower support costs and better passenger experience at scale.
The solution co-created by be bolder allowed our client to reduce costs and manual workload while offering a faster, more intuitive flight change experience for all types of passengers.
Before, each request required agent intervention and long waiting times. Now, passengers make their changes in minutes, freeing up resources and improving service quality across the board.
With Change of Flight, our client obtained:
Our client now manages flight changes with greater agility, a better user experience, and reduced operational complexity.