Several U.S. airlines have introduced new automated rebooking systems designed to reduce the stress and disruption caused by canceled flights. These technologies make it far less likely that travelers will be stranded in airports when bad weather or other disruptions force cancellations or extended delays.
Delta Air Lines launched an automated rebooking platform called Viper in January. The system evaluates multiple factors—such as which passengers are at risk of missing connections—and offers customers a choice of rebooking options instead of a single take-it-or-leave-it solution. According to reports, Viper has helped significantly shorten the average delay during irregular operations, bringing it down from roughly 15 hours in 2012 to between two and nine hours more recently.
United Airlines has rolled out a comparable system that speeds up rebooking and reduces the chance that passengers will be left waiting overnight for the next available flight. Southwest Airlines implemented an automated workflow known as Baker to replace manual rebooking performed by agents; Baker helps prevent cancellations where possible and quickly finds viable alternative flights when disruptions occur. American Airlines has announced plans to adopt similar technology in the coming year.
Airlines say the improvements are not just about technology but also about customer experience. By automatically identifying the best rebooking options, proactively informing travelers, and reducing the need for long lines and extended waits, carriers aim to deliver better service during irregular operations. “The airline that can figure out how to best handle these circumstances, keep customers informed, give them opportunities, avoid long lines and long waits, I think, is really going to be providing superior customer service,” said Jill Surdek, vice president of customer planning at American Airlines.
