Case Study: India’s Leading Airline cuts refund processing time by 80% with Sutherland Robility

India’s Leading Airline cuts refund processing time by 80% with Sutherland Global Services

Sutherland Global Services helped India’s leading airline overcome a challenge with its heavily manual and resource-intensive refund process. The legacy system for handling refunds, especially for complex tickets involving partner carriers, resulted in high operational overhead, extended turnaround times, and an elevated risk of human error.

The solution implemented by Sutherland Global Services was its Robility® intelligent automation platform. This solution automated fare rule validation, used AI for document analysis, and enabled touchless request submission. The results included an 80% faster refund processing time, a 70% reduction in manual effort, and over $3.5 million in annualized cost savings for the airline.