Build a complete case.
Bring passenger messages, supporting documents and flight facts together. Spot missing evidence before an incomplete case reaches a reviewer.
CLAIMS & FLIGHT EVIDENCEFOR AIRLINE CLAIMS TEAMS
Your next EU261 agent isn’t human.
Passenger.care is a software platform that helps airlines automate the handling of passenger compensation claims.
- Deterministic claim evaluation.
- Personalized AI responses.
- Human-in-the-loop control.
ILLUSTRATIVE WORKFLOW01 / 03
FLIGHT-LEVEL CONTEXTOne flight. A shared starting point.
AMSLIS
LIS Flight evidence Versioned rules
APPLIED WITH INDIVIDUAL REVIEW
Claim 001Ready for case review
Claim 002Ready for case review
Claim 003Individual review
Evidence linked. Decisions traceable.
A shared flight decision.
An authorised reviewer checks the common flight facts. The approved decision can then inform ordinary claims, with a traceable link back to its evidence.
Built for the people
behind every claim.
Claims & customer care
Operations & legal
IT & finance
THE WORK BEHIND THE CLAIM
One disrupted flight.
Many claims to handle.
Your team should not have to reconstruct the same flight for every passenger claim.
Passenger.care connects claims to a shared flight assessment. Review the common facts once, carry the approved context into individual claims, and give exceptions the attention they need.
See the product screenINSIDE PASSENGER.CARE
See the case.
Keep the control.
A shared flight assessment, linked claims and individual exceptions — ready for your team to review.
- Review the flight assessment.See the proposed outcome and its context.
- Keep exceptions visible.Give individual circumstances their own review.
- Choose the next step.Your reviewer approves or returns the proposal.
Example outcomes, not customer results. View full size (new tab)
FROM CLAIM TO RESPONSE
Less repeated work.
A clearer path to resolution.
Bring the evidence, assessment and response into a process your claims team can follow.
Assess consistently.
Apply versioned rules to the available facts. Give the reviewer the proposed outcome, its reasons and any passenger-specific exceptions.
RULES & HUMAN REVIEWPrepare the response.
Use AI to help draft a passenger response from the reviewed case. Keep approval, communication and finance hand-offs connected to the decision.
DRAFTING & CONTROLLED HAND-OFFAI + RULES + YOUR TEAM
AI assistanceClassify · extract · draft
Working within your process
Human judgement
Review, approve and handle exceptions
An accountable person at the decision point.
YOUR TEAM STAYS IN CONTROL
Let AI do the drafting.
Keep the judgement.
AI helps classify messages, extract facts, translate and draft replies. Rules assess the claim. Your authorised team reviews decisions and handles exceptions.
- See why an outcome was proposed
- Review passenger-specific circumstances
- Approve the next action before it moves forward
YOUR DATA. YOUR ENVIRONMENT.
Passenger data stays
inside your organisation.
Fully on-premises, including local AI.
Run Passenger.care within your airline’s infrastructure, including AI processing with local models. Passenger data stays within your organisation and is not sent to external AI providers.
Bring in flight, weather and NOTAM data from approved sources without sending passenger data out.
Explore deployment and control
EU AI Act Ready
GDPR ReadyAPPROVED EXTERNAL SOURCES
Flight data · Weather · NOTAMs
Operational data in
YOUR AIRLINE ENVIRONMENT
Claims &
passenger dataRules &
local AI
passenger dataRules &
local AI
Passenger data stays here
External feeds are optional. An isolated deployment uses locally available or approved imported evidence.
FITS YOUR OPERATION
Your workflows.
Your approval paths.
Configure airline-specific workflows, responsibilities and review steps around your existing claims operation.
Start with your CRM and flight operations data. Integration scope follows the information and claim types your team needs to handle.
See how it fits your systemsBUILT FOR CONNECTED TEAMS
One platform for multiple airlines, organisations and outsourcing centres, with controlled access to each team’s work.
Support different languages, communication styles, currencies and jurisdiction rules within your airline’s operation.
Explore teams and rule coveragePassenger rights, across jurisdictions.
Explore rule coverage for your airline’s operation.
EU261 / 2004
UK261
US DOT
Israel
VietnamYOUR FIRST PILOT
Start small.
See what works.
One workflow. Agreed measures. A clear next step.
Choose the scope.
Pick one claims workflow and agree what success looks like.
Test with your team.
Compare handling time, evidence gaps and reviewer edits.
Decide the next step.
Use the findings to plan a rollout or refine the approach.
Discuss your pilot
Start with a conversation about your claims process.
Prepare with your decision team
Passenger.care is in development and testing for airline adoption. Pilot scope and deployment are agreed with your team.
What does AI do in the workflow?
AI assists with classifying messages, extracting facts, translating and drafting replies. Versioned rules assess the claim. Your authorised team reviews decisions and exceptions; AI does not independently approve compensation, send a response or execute a payment.
Does Passenger Care replace our CRM?
Passenger.care fits around your existing claims operation. Your CRM and authoritative flight operations data are the starting point. We map the booking, journey and other case facts needed for your scope, along with approved hand-offs. Additional sources and specific connectors are agreed for the pilot.
Which passenger rights are supported?
EU261 / 2004: Rule development includes different levels of scenario coverage. UK261: Rule development includes different levels of scenario coverage. US DOT: Rules are implemented; the applicable scenarios and rule versions are confirmed for your pilot. Israel: Israeli passenger-rights rules are in development. Vietnam: Vietnamese passenger-rights rules are in development. We agree the claim types, rule versions and airline interpretations for your pilot before operational activation.
Can we start with a single workflow?
Yes. Start with one claim type, a defined evidence path and approved historical or synthetic cases. Agree the baseline and success measures first, then use the findings to decide whether to extend the pilot.
A CLEAR NEXT STEP
Where does your
claims process slow down?
Let’s find a useful starting point for your airline.