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Processing large voucher requests for Scandinavian Airlines (SAS)

COVID-19 Challenge

Tremendous increase in voucher services

The sudden outbreak of coronavirus has had a large impact on Scandinavian Airlines. Due to restrictions in international travel and lower passenger demand, the company had to cancel many flights and issue vouchers to ticket holders.

Meanwhile, their call center was inundated with inquiries. So the company needed a fast way to help issue vouchers.


To relieve the burden on staff, SAS created six automations and deployed three bots within 24 hours to handle high volumes of voucher requests, cancellation, and extended bookings.

The robots help a contact center rep understand more about the volumes and outstanding requests so they can communicate better to their customers.