Industry: Airline company
Implementation Time: Within 5 WEEKS *Client Background
A global airline company handling large-scale international operations faced growing pressure due to increasing refund requests across multiple geographies. With complex regulatory requirements and high transaction volumes, the organization needed a scalable and efficient solution to streamline refund processing while maintaining accuracy and customer satisfaction.
Challenges
The refund team struggled to manage and process refunds across multiple countries due to a surge in daily cancellations. Manual processes, dependency on multiple teams, and inconsistent data handling led to inefficiencies, delays, and errors, ultimately affecting customer experience and operational performance.
Some of the key challenges
- Multiple teams involved in validating and processing refund data.
- High chances of data misinterpretation due to manual intervention.
- Time-consuming manual processes reducing overall efficiency.
- Delays negatively impacting customer satisfaction and brand reputation.
Our Solution
Our experts analyzed the existing JP refund process for UBR and identified opportunities to automate repetitive and manual tasks. A robust RPA bot solution was implemented to streamline the workflow and ensure seamless refund processing.
- Bot retrieves input data from emails for validation.
- Bot performs automated validation and data accuracy checks.
- Bot generates refund processing files in a predefined format.
- Bot uploads files directly to the payment portal to process refunds.
- Bot downloads refund status updates from the payment gateway and shares them with stakeholders via email.
Automation Benefits
The implemented RPA solution significantly enhanced operational efficiency and accuracy while reducing manual workload.
