Rebooking & refund guidance during cancellations/delays
When a cancellation, delay, or weather issue occurs, rebooking and refund questions surge at the same time.
Hotel · Airline · Travel
Fast cancellation notices aren't the finish line. Passengers on hold write a post on social media, not to your call center.
대체편을 찾든 날짜를 미루든 마일리지를 묻든, 첫 통화에서 답이 나옵니다.
When a cancellation, delay, or weather issue occurs, rebooking and refund questions surge at the same time.
I got a text saying today's flight is cancelled. What should I do?
Once I confirm your booking number, I'll guide alternate flights and available refund options.
Is there a flight tomorrow morning?
I'll check tomorrow-morning candidates and help change the booking based on seat availability.
이 통화가 남기는 것
- Situation
- Cancellation notice
- Preference
- Tomorrow morning alternate
- Handling
- Rebooking · refund guidance
It handles booking lookup, alternate-schedule candidates, and refund-rule guidance first.
Questions about change eligibility and fees repeat.
Can I push my hotel booking back by a day?
Once I confirm the booking conditions and room availability, I'll guide the change fee.
이 통화가 남기는 것
It guides eligibility against policy, and processes confirmed changes after verification.
Tier, accrual, and usage-condition questions flow in repeatedly.
Can I upgrade my seat with mileage?
It depends on the route and cabin class. I'll check your booking and guide eligibility.
이 통화가 남기는 것
It separates policy guidance from account checks to answer quickly.
Flight & hotel change/cancellation
Questions about change eligibility and fees repeat.
Loyalty & mileage inquiries
Tier, accrual, and usage-condition questions flow in repeatedly.
인력은 정상 운항하는 날에 맞춰져 있고, 콜은 결항 난 밤에 몰립니다.
태풍으로 결항이 뜨는 순간, 콜센터는 한 시간 만에 무너집니다. 재예약과 환불을 묻는 전화가 한꺼번에 몰리고, 정작 오늘 떠나야 하는 승객이 대기음만 듣습니다.
24/7 unlimited concurrent answering
Even when thousands of calls arrive within a minute right after a cancellation notice, it takes them concurrently without letting a single passenger slip into a hold queue.
Your playbook is the AI's answer
Different refund rules by fare and alternate-flight priorities during cancellations are guided exactly as the policy document states, without wavering.
Every call auto-analyzed into VOC
Which routes and reasons draw the most questions and complaints is gathered in real time so the ops team can prepare for the next cancellation in advance.
결항된 밤에 걸려온 전화 대부분은, 사람이 아니어도 되는 전화였습니다.
사람 손이 꼭 필요한 통화만 남기면 대기열이 짧아집니다.
예약 조회·변경 안내규정에 답이 정해진 반복 콜
예약 조회·변경 안내은 대부분 AI가 처리하고 나머지는 사람이 맡습니다.결항·지연 재예약폭증 구간, 대체편과 환불 안내
결항·지연 재예약은 절반쯤 AI가 처리하고 나머지는 사람이 맡습니다.보상·예외 승인금액과 책임이 걸린 판단
보상·예외 승인은 일부만 AI가 처리하고 나머지는 사람이 맡습니다.상담사는 화가 난 승객 한 명, 보상이 걸린 한 건에 시간을 씁니다.
예약 조회·변경 안내
정책 문서에 답이 이미 적혀 있는 전화입니다. 상담사가 받아도 같은 문장을 읽습니다.
지금
평시 대기열의 상당 부분을 조회·변경 문의가 차지합니다
브링톡
본인 확인부터 변경 접수까지 한 통화로 마칩니다. 밤에도, 한꺼번에 몰려도
결항·지연 재예약
대기가 길어지면 불만은 콜센터가 아니라 SNS로 갑니다. 첫 응답이 늦은 만큼 수습이 커집니다.
지금
결항 통보 직후 콜이 몰리면 연결음만 듣다 끊는 승객이 생깁니다
브링톡
인입 즉시 받아 대체편 후보와 환불 조건부터 안내합니다
10–50x
Call surge during disruptions (assumed)
24/7
Rebooking · refund guidance
Shorter wait
Surge-window answering target
자주 묻는 질문
It guides against fare conditions and policy documents, and hands off cases with compensation, exception-approval, or complaint potential to a human consultation.
For booking lookups and changes we first define the integration scope with your booking system, and confirmed changes are processed after identity verification.
Answering in major languages beyond Korean can be configured, with complex cases handed to an agent in that language.
It takes concurrent intake 24 hours a day, handling rebooking and refund guidance first and passing only compensation cases to the queue.
It doesn't start with cancellation response. One flow of routine booking-lookup and change guidance runs first for one to two weeks, stabilizing policy-guidance accuracy and handoff rules. Until then, disruption calls go to existing staff, and once verification ends, it widens into cancellation and delay response.