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Processing congested back-office queues for canceled flights

COVID-19 Challenge

Tremendous increase in back-office queues for flight cancellations and amendments

The sudden outbreak of COVID-19 has had a large impact on a Dutch airline. Due to restrictions for international travel and lower passenger demand, the company canceled many flights and had to arrange a proper resolution for all outstanding tickets.


To relieve the burden on staff, the airline employed UiPath and its partner Ciphix who, in just 16 working hours, developed an automation solution using software robots.

The automation first determines if a flight cancellation is in the right queue, then it processes the request and cancels the ticket according to a set of predefined business rules.

The automation is built to scale up/down during peaks in cancellation requests by simply adding/removing robots.