Platform / Customer Service
Customer service, with the full picture in view
Ticketing, complaint management, SLA tracking and communication history — connected to the same CRM and booking data as the rest of the AERODX platform, so agents never work from a partial view.
Every case, in context
Airline call centres and service teams handle complaints, booking issues, refund requests and general enquiries — often under time pressure and SLA obligations. AERODX Customer Service gives agents a structured case workflow built on the same customer profile and booking context used across the platform, so they are never working from a partial view.
Case Management
What every case includes
Tickets & call-centre cases
Structured cases for enquiries, complaints and requests, logged from every channel your team supports.
Categorisation & priority
Request types, priorities and statuses that reflect how your service team actually triages work.
Team assignment
Cases assigned to individuals or teams, with visibility into workload and ownership.
Notes & attachments
Internal notes and supporting attachments kept directly on the case record.
SLA tracking
Response and resolution targets tracked per case, with visibility into cases at risk of breaching SLA.
Customer timeline
A chronological view of every interaction tied to the customer profile — not just the current case.
Tasks & escalations
Follow-ups, reminders and escalation paths for cases that need attention beyond the front line.
Reporting & search
Filter and report on cases by status, priority, team or resolution time for service-level visibility.
Connected to the Rest of the Platform
No switching tools to see the whole story
Because Customer Service runs on the same platform core as CRM and PNR & Booking Intelligence, agents see the passenger's booking context, prior cases and communication history without leaving the case screen. Commercial and management teams gain visibility into service trends without requesting separate reports.
- Booking and PNR context visible from the case view
- Full communication history tied to the customer profile
- Shared reporting across service, commercial and operations
- Escalation paths configurable by case type and priority