Case Study: IAG Loyalty reduces customer claims and support volume (22% fewer cancellation claims) with Mindsay

How IAG Loyalty's bot has helped them reduce claim volumes by 22%

IAG Loyalty, the Avios-based loyalty programme for the IAG Group airlines, was handling large volumes of transaction-related customer requests—missing transactions, Avios discrepancies, delays and cancellations—that overwhelmed support and slowed resolution. To automate simple claims and give customers personalized answers faster, IAG Loyalty selected Mindsay’s web‑based chatbot platform for easy integration with their systems and self-service updates.

Mindsay implemented a site chatbot that uses multiple APIs to locate transactions, explain statuses, and collect full claim details when needed, and is shown only to users who are experiencing issues. Since launch (the bot was built in three weeks), Mindsay’s solution helped cut inquiry volumes: 23% fewer discrepancy queries, 13% fewer missing reward‑point claims, 22% fewer cancellation claims, and a 17% drop in claims reaching the support team—freeing agents to handle spikes and prompting broader adoption of low‑code tools.

IAG Loyalty

Rob Cahill

Product Owner