Agents · Supervised digital workforce

Airlines agent squads, by domain.

Agents that do the routine work across the airline value chain — reading fare rules, assembling recovery options, drafting refunds and matching settlements — on the governed data fabric. Policy decides what goes straight through; a named person approves everything else, and nothing safety-critical is ever decided by an agent alone.

8
Squads, one per value-chain domain
24
Agent roles designed
20
Need a person to approve every case
4
Act alone only inside policy limits
LEVEL 0ObserveMonitors and reports; takes no action.
LEVEL 1SuggestDrafts a recommendation; a person does the work.
LEVEL 2Act with approvalPrepares the full action; a person approves every case.
LEVEL 3Act within limitsActs on its own inside policy limits; everything else is escalated.
LEVEL 4AutonomousActs end to end; people review samples after the fact.

These are agent designs from our AI & Agentic Engineering practice, mapped to the airline value chain. The fare-rules and virtual-interlining agents build on delivered travel-technology work; the live agent demo runs on banking sample data under the same controls.

Squad 1 of 8

Network & schedule planning

Agents that prepare schedule scenarios, watch connection banks and size partner opportunities, so planners spend their time deciding rather than assembling data.

Schedule Scenario Builder
L1 · Suggest

Builds alternative schedules for a season or a route change within fleet, crew and slot constraints, with route P&L estimated for each.

Owner
Network planning manager
Tools
SSIM schedulesSlot dataFleet planRoute P&L
Guardrails
Proposes only; no schedule change is filed without planner approval.
Moves
Schedule build cycle time
Connection Bank Monitor
L0 · Observe

Checks hub banks against minimum connection times and terminal changes, and flags connections that are at risk or missing.

Owner
Hub planning lead
Tools
Flight-network graphMCT tablesTerminal data
Guardrails
Observe and report only.
Moves
Connecting-passenger share
Interline Opportunity Analyst
L1 · Suggest

Searches the flight-network graph for O&D pairs where virtual interlining or a new partner would open itineraries the network cannot sell today.

Owner
Alliances & partnerships manager
Tools
Flight-network graphCompetitor schedulesO&D demand
Guardrails
Recommendations carry the routes and demand evidence behind them.
Moves
Route profitability
See the interlining work →
Squad 2 of 8

Pricing & revenue management

Agents that monitor competitor fares, forecast demand and draft pricing actions and group quotes for analysts to approve.

Competitor Fare Watcher
L0 · Observe

Monitors competitor fares and availability on priority markets and explains what changed and why it matters.

Owner
Revenue management analyst
Tools
Shopping dataATPCO filingsInventory
Guardrails
Observe and report only.
Moves
Forecast accuracy
Pricing Action Recommender
L2 · Act with approval

Drafts fare and inventory actions from demand forecasts and competitor moves, with the expected yield and load-factor effect.

Owner
Head of revenue management
Tools
Demand forecastInventoryFare filings
Guardrails
Every action needs analyst approval; limits on fare movement per market.
Moves
Revenue per available seat km
Group Request Pricer
L2 · Act with approval

Prices group and corporate requests against displacement and contract terms, and drafts the quote with its rationale.

Owner
Group sales manager
Tools
Bookings & PNRsDisplacement modelContracts
Guardrails
Quotes go out only after a person approves them.
Moves
Group revenue and win rate
Squad 3 of 8

Distribution, NDC & retailing

The squad closest to our delivered travel-technology work: agents that read fare rules, assemble multi-carrier itineraries and keep content consistent across GDS, NDC and direct channels.

Fare Rule Extractor
L3 · Act within limits

Turns unstructured ATPCO fare-rule text (CAT 16, 19, 31, 33) into structured penalty and discount data, with cross-category checks.

Owner
Distribution product owner
Tools
ATPCO fare rulesLLM extractionValidation rules
Guardrails
Acts alone only when validation passes; ambiguous rules go to a human reviewer.
Moves
Penalty-quote accuracy
See the fare-rules case study →
Itinerary Assembler
L3 · Act within limits

Builds multi-carrier itineraries outside interline agreements and checks MCT, terminal changes, baggage and transit-visa rules for each connection.

Owner
OTA product manager
Tools
Flight-network graphGDS & LCC APIsVisa rules
Guardrails
Infeasible connections are pruned before any itinerary is shown.
Moves
Look-to-book conversion
See the interlining case study →
Content Consistency Checker
L0 · Observe

Compares offers for the same flight across GDS, NDC and direct channels and flags differences in fare, conditions or ancillaries.

Owner
Distribution operations lead
Tools
Travelport uAPIAmadeusNDC offers
Guardrails
Observe and report only.
Moves
Fare-rule disputes
Squad 4 of 8

Customer, loyalty & service

Agents that rebook, draft refunds and compensation and prepare the service agent's next step — with a person deciding anything outside policy.

Re-accommodation Agent
L3 · Act within limits

When the schedule changes, finds the best new itinerary for each affected passenger and drafts the notification.

Owner
Duty manager, customer recovery
Tools
PSS / PNRInventoryDisruption feedNotifications
Guardrails
Rebooks alone only within the same cabin and policy; everything else waits for approval.
Moves
Passengers re-accommodated before they ask
Refund & Compensation Drafter
L2 · Act with approval

Checks refund and compensation eligibility against the fare rule and passenger-rights rules, and drafts the decision.

Owner
Refunds team lead
Tools
Ticket & EMD dataFare rulesDisruption records
Guardrails
No payment without approval above the policy limit; every decision keeps its evidence.
Moves
Refund cycle time
Service Agent Assist
L1 · Suggest

Summarises the passenger's history and open issues for the contact-centre agent and suggests the next best action.

Owner
Contact-centre manager
Tools
Loyalty & CRMTranscriptsPNR history
Guardrails
Suggests only; personal data masked in prompts.
Moves
First-contact resolution
Squad 5 of 8

Flight operations, crew & OCC

Agents that watch the operation and assemble recovery options for the operations control centre. Operational and safety decisions always stay with licensed people.

Disruption Early Warning
L0 · Observe

Combines movements, weather, ATC flow and rotations to flag flights likely to disrupt the day, with the knock-on effects.

Owner
Operations control duty manager
Tools
ACARS / ADS-BWeather & ATCRotations
Guardrails
Observe and report only.
Moves
On-time performance
Recovery Options Planner
L1 · Suggest

Ranks recovery options — swaps, delays, cancellations — by cost and passenger impact, and shows the constraint behind each one.

Owner
Operations control duty manager
Tools
RotationsCrew legality rulesPassenger connections
Guardrails
Proposes only; the duty manager decides.
Moves
Disruption cost per departure
Crew Legality Checker
L1 · Suggest

Checks proposed crew changes against duty and rest rules and explains any breach.

Owner
Crew control supervisor
Tools
Crew rostersLegality rules
Guardrails
Advisory only; crew assignments are made by crew control.
Moves
Crew reserve utilisation
Squad 6 of 8

Airports, ground handling & cargo

Agents that track turnarounds, bags and cargo across handlers so problems surface while there is still time to act.

Turnaround Tracker
L0 · Observe

Follows turnaround milestones from every handler and flags departures at risk early enough to intervene.

Owner
Station manager
Tools
Turnaround milestonesGate dataHandler SLAs
Guardrails
Observe and report only.
Moves
Turnaround punctuality
Baggage Recovery Agent
L2 · Act with approval

Predicts bags at risk of missing a connection and drafts the recovery and passenger notification.

Owner
Baggage services lead
Tools
Baggage messages (BSM)DCSConnections
Guardrails
Rerouting and notifications need approval.
Moves
Mishandled bags per 1,000 passengers
Cargo Booking Checker
L1 · Suggest

Checks cargo bookings for capacity, quality and documentation issues before acceptance.

Owner
Cargo revenue manager
Tools
Cargo bookings & AWBsCapacity forecast
Guardrails
Flags only; acceptance stays with cargo staff.
Moves
Cargo load factor
Squad 7 of 8

Engineering & maintenance (MRO)

Agents that read tech logs, watch reliability trends and prepare evidence. Airworthiness decisions are signed off only by licensed engineers.

Tech Log Classifier
L1 · Suggest

Classifies free-text defect reports and tech-log entries with GenAI and links them to the right ATA chapter and history.

Owner
Reliability engineer
Tools
Tech logsDefect reportsATA chapters
Guardrails
Classification is a suggestion; engineers confirm.
Moves
Repeat defects
Predictive Maintenance Watcher
L0 · Observe

Watches sensor and defect trends for early signs of unscheduled removals and raises a finding with its evidence.

Owner
Maintenance control manager
Tools
Aircraft health dataReliability data
Guardrails
Observe and report only; safety-critical.
Moves
Unscheduled removals
Directive Applicability Checker
L1 · Suggest

Checks airworthiness directives and service bulletins against the fleet configuration and drafts the applicability assessment.

Owner
Licensed technical services engineer
Tools
Airworthiness directivesFleet configurationMaintenance programme
Guardrails
Draft only; a licensed engineer signs every assessment.
Moves
Technical dispatch reliability
Squad 8 of 8

Revenue accounting, finance & compliance

Agents that match sales to settlements, explain breaks, flag leakage and draft commentary — controllers approve every entry.

Settlement Reconciler
L3 · Act within limits

Matches ticket and EMD sales against BSP, ARC and acquirer settlements and interline billing, and explains each break.

Owner
Revenue accounting manager
Tools
Ticket & coupon dataBSP / ARCInterline billingGeneral ledger
Guardrails
Clears matches alone only within tolerance; larger breaks go to a person.
Moves
Auto-match rate
See CLARION reconciliation →
Revenue Integrity Agent
L2 · Act with approval

Detects agency debit memo opportunities, refund anomalies and payment-fraud patterns, and assembles the evidence.

Owner
Revenue integrity lead
Tools
Ticket dataRefundsCard acquiring & chargebacks
Guardrails
Memos and recoveries are issued only after approval.
Moves
Revenue leakage recovered
Route P&L Commentator
L2 · Act with approval

Drafts month-end route and network P&L commentary, tracing every number to its source.

Owner
Financial controller
Tools
General ledgerRoute P&LTraffic data
Guardrails
Commentary is published only after controller sign-off.
Moves
Days to close

Every agent supervised, every step logged

Policy decides what goes straight through; people approve everything else; a kill switch halts all agents. The live demo runs on banking sample data — the same controls apply to every Airlines squad.