Airline leaders must deliver fast, empathetic and personalized passenger care across booking, servicing, loyalty and disruption moments. Sutherland combines airline-domain delivery, GDS-aware servicing, AI-enabled self-service, knowledge tools and human oversight to reduce friction, improve resolution and turn high-volume interactions into loyalty and revenue moments.
94%
Increase in ancillary product and service sales
$2.5M
In additional revenue from airline CX transformation
50%
Reduction in average handle time
17%
Increase in first call resolution
Who We Serve
Low-cost and Hybrid Carriers
Digital-first care, ancillary revenue and scalable support.
Regional Airlines
Cost-conscious CX modernization and automation pilots.
Airline Loyalty and Commercial Teams
Enrollment, tier support, upgrades and service-to-sales.
Airline Digital/CX operations
Omnichannel care, GDS-aware servicing and agent enablement.
Passenger care, loyalty, disruption, refunds and multilingual support.
Digital-first care, ancillary revenue and scalable support.
Cost-conscious CX modernization and automation pilots.
Enrollment, tier support, upgrades and service-to-sales.
Omnichannel care, GDS-aware servicing and agent enablement.
Our Solutions
Sutherland brings together Digital CX, AI, data, automation and airline operations expertise to modernize passenger-facing moments across reservations, loyalty, disruption recovery, refunds and service recovery while supporting scalable, secure delivery.
Passenger Journey Redesign
Reimagine booking, servicing, disruption, loyalty and recovery journeys.
Service-to-Sales Transformation
Turn care interactions into loyalty and ancillary revenue moments.
Human + AI Operating Model
Automate repeatable work while keeping experts on empathy and exceptions.
AltGDS / GDS Assist
Airline-trained servicing support for GDS-aware reservations, changes and ticketing.
AirGenie
AI-led passenger self-service and assisted-care journeys for booking, disruption and recovery. URL to be validated.
Omnichannel Passenger Care
Voice, chat, email, social and mobile support across the travel journey.
SmartLeap HelpTree
Agent knowledge guidance for consistent airline decisions and faster resolution.
Loyalty Operations
Member servicing, upgrades, redemptions, tier support and personalized offers.
Refund and Claims Support
Policy-aware triage, case routing, validation and status updates.
IROPS Support
Delay, cancellation, missed connection and rebooking support with human oversight.
Trust, Safety and Fraud Operations
Risk controls, fraud review and compliance workflows for travel.
Passenger Self-service Apps
Web/mobile journeys, chatbots, portals and CRM/PSS integrations.
Conversational AI and Multilingual Bots
Scalable support across 100+ languages where applicable.
CX Dashboards
Journey intelligence, loyalty context, service metrics and performance reporting.
AI-Ready CX Data Layer
Connect customer, loyalty, booking and service data for personalization.
Secure Cloud Engagement Foundation
Scalable, integrated CX delivery across enterprise systems.
Compliance and Governance
Security, quality and controls for traveler data and payment-sensitive workflows.
Partners
Why Sutherland
Airline-domain CX Depth
Reservations, loyalty, ticketing, GDS-aware servicing and disruption support.
Human + AI Delivery
Automation handles repeatable work; experts manage empathy and exceptions.
Proven Airline Outcomes
94% ancillary sales lift, 50% lower AHT and 17% higher FCR.
Platform-led Enablement
Connect, HelpTree, Translate AI, CX360 and Travel AI Hub solutions.
Commercial Impact
Passenger care becomes a loyalty and revenue growth lever.
Global Multilingual Scale
Consistent governance, quality and delivery across regions.
