Case Study: a leading American airline automates cancellations and refunds with Jiffy

Automation in Aviation: Faster and more Accurate Cancellations and Refunds for a Top US Airline

Jiffy helped a leading American airline cope with a surge in flight cancellations, rescheduling requests, and refunds during the COVID-19 pandemic. The airline’s customer service teams were overwhelmed by requests coming in through online queues, calls, emails, and other channels, and manual processing was slowing operations and reducing accuracy.

Using Jiffy.ai’s hyperautomation and AI ticketing capabilities, the airline automated downstream processing for cancellations, refunds, outbound and return requests, and coupon and price management. Jiffy cleared thousands of hours of backlog in about six weeks, saved 2,000+ person hours, processed nearly 100,000 transactions, and automated 96% of refund queue transactions with no manual intervention.