IROPS Management
Goodbye to call center chaos, hello to automated disruption control
Flight disruptions are part of the business, but shouldn’t define your passenger experience. Poor communication during IROPS can damage trust, tension builds, and create chaos on the ground.
Depending on call centers or airport teams to manage these events stretches your staff, delays action, burdens your frontline operations, and often leads to higher costs and deeper operational disarray.
be bolder enables your airline to respond quickly and clearly, delivering coordinated actions that reduce friction, protect your brand, and provide passengers with the clarity they expect.
The challenge: Reduce disruption costs without overloading frontline teams.
Managing irregular operations relied on manual processes through the call center or at the airport, demanding significant effort from staff and generating friction at critical moments of the operation.
This fragmented approach led to delays in reassigning resources, increased passenger dissatisfaction, and longer response times, often resulting in operational inefficiencies and financial losses.
Available solutions were costly, rigid, and didn’t integrate with the airline’s systems. As a result, the company remained tied to inefficient processes that strained resources and response capacity.
Our solution: Smart automation to regain control during disruptions
be bolder designed a two-phase solution tailored to reduce operational pressure, automate disruption management, and enable the airline to act faster and more effectively when irregularities occurred.
How does the solution work?
Disruption trigger detection:
The system monitors flight data and identifies operational changes that activate automated disruption alerts.
Passenger notification flow:
Predefined rules trigger clear, real-time messages to affected passengers through existing communication channels.
Self-management interface:
Passengers access rebooking or refund options by themselves, eliminating the need to contact call centers or airport staff.
Custom rule configuration:
Service teams define logic for each disruption type, tailoring available options to the specific context of each event.
Integrated operations dashboard:
A centralized interface displays disruptions and their status to support coordination between service and operations teams.
Implemented technologies
To automate IROPS handling and enhance airline response, a scalable backend architecture was implemented using:
Java 8: Powers the backend logic with a reliable, high-performance runtime for managing disruption events efficiently.
Spring Boot: Speeds up deployment by simplifying configurations, enabling fast rollout of automated IROPS response flows.
Spring MVC: Handles passenger-facing endpoints and delivers real-time notifications through existing communication channels.
JPARepository: Enables seamless data access and simplifies interaction with disruption-related records across the system.
MySQL (procedures and triggers): Automates key actions through stored logic, ensuring fast and consistent system response during IROPS.
The results: Reduced disruption costs and fewer contacts at critical points
The solution, co-developed with be bolder, streamlined disruption response, improved communication, enhanced coordination, and reduced reliance on manual channels during irregular operations.
Previously, IROPS was handled via call centers and airport staff; today, they are managed through automated flows and digital tools, cutting contact volume and improving control during operational changes.
With IROPS Management, our client obtained:
Our client now handles flight disruptions with agility and clarity, reducing friction, contacts, and operational strain.