When a flight doesn’t go, the brand goes with it.
Reroute reaches every disrupted passenger in the messaging app they already use, and finishes the job — rebooking, hotel, transport, vouchers — before they reach a counter or a keyboard.
The damage happens in the silence.
Operations knows a flight is cancelled long before the passenger does. What fills that gap is not the airline — and by the time it is, the passenger has already made up their mind.
Silence
Ops knows. The passenger doesn’t. They find out from the app, a friend, or the departure board.
The scramble
An engaged phone line, an unanswered page, and a passenger already pricing a competitor’s flight.
The queue
Hundreds of people at one desk. Staff absorbing anger they didn’t cause and can’t fix quickly.
The verdict
A review, a comment, a video of the queue. It outlives the delay by years.
Recovery isn’t a technology problem. It’s a sequencing one.
Four things change on the next bad weather day.
Passengers hear from you first
The moment ops confirms, every contactable passenger gets a message on the app they already have — in whichever language they booked in. No download, no account, no booking reference to remember.
It gets resolved, not just announced
Live seats held while they choose. Hotels booked and paid, not vouchered and hoped for. Codes that actually scan. They leave the conversation with an outcome, not a link to a form.
You see the bill before you commit
Every event is scoped and priced before approval, with a spend cap enforced in software. Duty of care stops being an open-ended number you find out about later.
You can prove what happened
Every message, offer, booking and baht logged against a passenger and a rule. Exportable for finance, for audit, and for the argument about what a bad weather day really cost.
From cancellation to a booked hotel, without leaving the chat.
No app to download, no account to create, no booking reference to find. It happens where they already are.
They hear it from you first
Pushed the moment ops declares the disruption — with the reason, and a way out that isn’t the airport.
Real options, held open
Live availability from your reservation system, held while they decide. The offer is still there when they tap it.
Finished, not forwarded
Rebooked, boarding passes issued, and the meal entitlement applied automatically by the rules engine.
Care that actually exists
A hotel that is booked and paid, transport arranged, and one tap to a human at any point.
One screen to launch a recovery. One to watch it land.
Your duty manager stays in control of what may be offered and what it may cost. Nothing is sent to a passenger without an approval.
Declare the event
Flight, date, reason. Reroute queries the PSS and tells the duty manager exactly who is affected — and, just as importantly, who cannot be reached.
Set the care envelope
The only things the assistant is permitted to offer, checked against the regional regulatory floor before it can be approved.
Approve a costed decision
The full care bill before you commit, with a hard spend cap the system enforces. Beyond it, nothing moves without a second approval.
Watch it land
Every passenger, every channel, every unit of spend — reconcilable against finance, and honest about who still needs a person.
The AI is the interface. It is not the decision-maker.
The airline carries the liability for anything a passenger is told. So the model never decides policy — it only explains a decision a rules engine already made.
Entitlements are computed, not generated
A deterministic rules engine decides what a passenger is owed. The language model only puts it into words.
No price or seat from memory
Every quote is a live call to the reservation system and the hotel API, with the option held before it is shown.
Locked to the domain
The assistant answers disruption questions. It will not be talked into anything else.
One tap to a human, always
Escalation is on every screen, with a staffed response target — not a dead end.
A hard spend cap per event
The system stops at the approved envelope and asks for a second approval to go further.
A named owner for wrong answers
Written into the contract before launch, not negotiated after the first mistake.
Everything is logged
Every message, offer, booking and unit of spend, attributable to a user or a rule, exportable for audit.
What Reroute will not do.
The fastest way to lose an operations team is to over-promise to them. So here it is up front.
It will not reach everyone
Around 12% of passengers have no usable contact details — mostly agency bookings. Those go to a desk worklist. We will not invent a channel.
It will not predict a delay, for now
Reroute reacts to what operations declares. It will not tell you a flight is about to go tech. That belongs to a later phase.
It will not overrule your policy
It cannot offer anything outside the envelope a manager approved for that specific event.
It will not replace the airport desk
Group bookings, unaccompanied minors, medical cases and angry people still need people. It clears the queue so staff can reach them.
It will not handle all compensation payouts
Regulatory compensation is raised as a claim and paid by finance through your existing controls.
It will not fix the delay
If the recovery flight is three days out, no interface makes that acceptable. It makes it honest and immediate.
Stated before a contract rather than discovered during one. Every item here is a scoping question we would rather settle with your operations team in week one.
Start with four weeks that can end in “don’t build this”.
Access to your reservation system is the single largest variable in any timeline we can give you. We would rather establish that — and map how your team works today — before a contract than during one.
Set up and diagnostic
We sit with the team that handles disruptions today, confirm what your reservation system actually exposes, map where the current workflow breaks, and replace our assumptions with your numbers. If the honest answer is a better manual process, the report says so.
Pilot on one route group
One station, one channel, one language pair. Manual trigger, live rebooking against a real care envelope, measured against a matched historical event. Platform fees waived for the duration.
Roll out
Additional channels and stations, hotel, transport and voucher automation at scale, every carrier code handled explicitly, and finance reconciliation with audit export.
Your airline will not stop having disruptions. It can stop losing passengers over them.
Tell us about your last bad weather day. We’ll tell you honestly whether this is worth building for you.