Hotel front desk agent handing over a room key while taking a call, a luggage cart behind her

Use case · Airlines

Absorb the call spike the moment weather hits.

Q: Can an AI agent handle airline rebooking calls?

It can walk passengers through standard rebooking options during delays and cancellations at any call volume, and hands off cases needing a policy exception or manual override to a live agent with full context.

Q: Does it work during irregular operations spikes?

Yes. Call volume during a weather delay or ground stop can run many times a normal day's volume, and the agent answers every one of those calls at the same quality regardless of how many callers are already in queue.

Q: What happens with baggage or compensation claims?

Routine baggage status and check-in questions are answered directly, at any hour. Compensation claims and disputes are transferred to a live agent along with the passenger's flight details and everything already discussed on the call.

Rebooks passengers, answers flight status and baggage questions, and handles check-in support during irregular operations, when call volume multiplies overnight.

A monday.com company - Trusted by revenue teams worldwide

The busiest call day is the one you can't staff for.

Harmony absorbs irregular-operations call spikes at full quality, so a single weather event doesn't turn into a queue passengers give up on.

Industry fit

Built around the conversations your buyers actually have.

The plays your team runs every day - handled end to end by an AI voice agent built for your industry.

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Delay rebooking

Walks passengers through standard rebooking options during weather delays and cancellations, at any volume, without a growing hold queue.

Flight status & gates

Answers real-time flight status, gate, and delay questions instantly, pulled directly from your operational data feed.

Baggage & check-in

Handles baggage inquiries and check-in support calls around the clock, including outside contact center staffed hours.

Context handoffs

Routes fare disputes, compensation claims, and special assistance requests to a live agent with the full call history attached.

Call volume for airlines is a spike problem, not a steady one

A single ground stop or weather delay can turn a normal call queue into a multi-hour hold time, right as the passengers calling are the most frustrated. Staffing a contact center for the worst day of the quarter is expensive; staffing for an average day means every irregular operations event overwhelms it.

Harmony absorbs that spike. It answers flight status and gate change questions instantly, walks passengers through standard rebooking options during delays and cancellations, and handles baggage and check-in questions around the clock. Complex cases - fare disputes, denied boarding compensation, special assistance requests - route to a live agent immediately, with the passenger's flight and prior conversation already attached.

Frequently asked questions

Can an AI agent handle airline rebooking calls?

Does it work during irregular operations spikes?

What happens with baggage or compensation claims?

Enterprise-grade security

Enterprise-grade AI infrastructure with built-in protection and security, data privacy, governance, permissions, and compliance.

SOC Type 2

We meet SOC 2 requirements to ensure secure and compliant management of data across all our systems.

GDPR

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HIPAA

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ISO 27001

Harmony is fully certified with ISO 27001, the internationally recognized standard for information security management.