Boosting Efficiency with Less Manpower
India’s largest airline comprises 127 Airbus and Boeing aircraft, serving 102 domestic and international destinations from its hub at Indira Gandhi International Airport in New Delhi and several additional cities across the country. In 2019, it occupied 18.6% market share with $3.7 billion in revenue.
Relying on agency debit memos (ADM) to recoup losses from travel agencies that were processing refunds in error or in violation of policy, the airline’s manually oriented system was time consuming, labor intensive, and wrought with inefficiencies. In fact, 32% of all refunds were not being audited due to complexities. The airline needed a solution for speeding turnaround time on spotting violations and recovering funds with less cost and personnel so that no refunds would go unaudited.