AVIATION

Disruption (IROPs) decision intelligence for airlines

When flights are disrupted, airlines juggle crew, aircraft, rebooking, compensation and communication across many systems. Wexa built a decision-intelligence platform that brings that context together and acts on it.

Download this case as PDF Book a demo

capability modules: signal, rebooking, care, journey, cockpit
role-based workspaces (admin, ops manager, agent)
rebuilt on the Wexa context graph as a production platform

CLIENT: Airline group (APAC), with an airline-operations partner
REGION: Australia / global
WHEN: 2025–2026
ENGAGEMENT: Solution build
WEXA COMPONENTS: Wexa context graph · ops, crew and passenger agents · role-based console

01Case 24

The challenge

Disruption data spread across reservations, crew, maintenance, weather and loyalty systems
Rebooking and compensation decisions made under time pressure
Passengers informed late and inconsistently

What Wexa built

Always-on multi-channel disruption communications
Automated rebooking from disruption to new boarding pass
Personal-care engine prioritizing vulnerable passengers; amenities and compensation
Control cockpit for operations and passenger-service teams
Integrations: reservations, crew scheduling, maintenance, weather, flight operations, loyalty, hotel and meal vouchers

02Case 24

How it runs on Wexa

FigureHow this use case runs on Wexa: client systems connected, ontology discovered, context graph in the Wexa memory layer, agents and process flows, and governance. Highlighted components are central to this use case.

03Case 24

Capability architecture

FigureCapability model: vision, objectives, capabilities, enablers and KPIs.

04Case 24

Solution architecture

FigureOperations and customer-experience brain connecting airline systems to recovery actions.

05Case 24

Results

Measure	Before / without Wexa	With Wexa
Disruption handling and passenger-care cost per year	$12M	$9.6M
Annual cost of the process	$12M	$9.6M
Time to implement the AI solution	9 months	12 weeks
AI build cost (one-time)	$1.2M	$133K
AI operating cost per year (models, infrastructure, upkeep, platform)	$704K	$336K
Total AI cost in year 1	$1.9M	$469K

With Wexa

net annual value to the client after Wexa's own operating cost

faster to implement

lower AI operating cost

less AI spend in year 1

Developed with an airline-operations partner; pilot discussions with carriers are in progress. KPIs tracked: NPS, handling time per disruption, call-centre load, compensation cost, cases resolved within regulatory time.