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Automated Refund Management System with Real-Time Tracking and SIP Integration for Caribbean Airlines

codedistrict.com

Aviation

Information technology

Customer service

Operational Inefficiencies in Manual Refund Processing

Caribbean Airlines faced significant challenges due to a manual, paper-based refund system, including slow processing times, lack of real-time tracking for passengers, high customer support workload from refund inquiries, and error-prone manual approval workflows. These issues led to customer dissatisfaction and operational bottlenecks.

About the Client

A leading Caribbean airline with a focus on digital transformation to enhance customer service and operational efficiency

Streamline Refund Processing and Enhance Customer Satisfaction

Reduce refund processing time by 75% through automation
Increase customer satisfaction by 60% via real-time tracking and self-service features
Decrease refund-related errors by 40% through automated validation
Triple refund request handling capacity during peak periods

Core System Functionalities

Self-service web portal for refund submissions with document uploads
Real-time refund status tracking with SMS/email notifications
Automated claim verification against airline policies
Integrated live chat for customer support within the portal
Seamless integration with Amadeus reservation system for booking data retrieval

Technology Stack

Web portal development (React/Angular)

Backend automation workflows (Node.js/.NET)

SMS/email notification APIs

Cloud infrastructure (AWS/Azure)

System Integrations

Amadeus reservation system API
SIP (Session Initiation Protocol) for communication
Payment gateways for refund disbursements

Non-Functional Requirements

Scalability to handle 3x peak refund request volume
99.9% system uptime SLA
Data encryption for passenger information security
Response time under 2 seconds for portal interactions

Significant Operational Efficiency and Customer Satisfaction Gains

The automated system is expected to reduce manual processing efforts by 75%, decrease customer support inquiries by 60%, and enable handling of triple the refund request volume. Real-time tracking and automated communications should improve customer satisfaction scores by 60% while reducing operational costs associated with manual errors and rework.