Automated Passenger Data Consolidation for Covid Contact Tracing

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As part of a compliance requirement, the airline’s Health Services team required contact information of passengers who have flown on their flights for Covid-19 contact-tracing purposes.

IGT supported the airline by developing a bot that logically defines the list of passengers whose information is sought and then emulates extraction of their details like email, phone number, flight transit details, nationality etc. from the Airline Departure Control and Reservation System.

 

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About the Client
The client is one of the leading Europe-based full service airline with a fleet size of 123 that operates scheduled passenger and cargo services to 145 destinations. The airline is a member of the Skyteam airline alliance.

Process Overview
As part of a compliance requirement, the airline’s Health Services team required contact information of passengers who have flown on their flights for Covid-19 contact-tracing purposes. The operations process involved the extraction of passengers’ information (contact, route, ID details, etc.) who occupied “specific seats” in the flight from Departure Control and Reservation systems. A consolidated excel file is sent as an output to the requesting department. The task is performed for multiple flights operating round the clock as needed.

Automation Need
Heath Services team sends at least two data requests daily for the flights operated in the last few weeks. Since the passenger volumes are high, extraction of their information from numerous systems (with limitation to copy data) required considerable time and multiple agents working in parallel to fulfill a request within the defined SLA of 24 hours. The manual process had following challenges:

  • Effort intensive and repetitive task
  • Inconsistency in data consolidated from multiple system
  • Typographical errors and oversight
  • Any delay is a non-adherence to SLA compliance

Benefits

  • 70% reduction in execution time in data consolidation for each request
  • 99% accuracy in data capturing from Airline’s application systems
  • Productivity gains with manual bandwidth deployed in high value complex work
  • 80% improvement in process efficiency
  • Improved SLA management with task automation reducing the processing time

Solution

  • IGT Solutions (IGT) team designed a RPA solution to enhance Airline's Operations team efficiency and productivity while increasing the accuracy of information consolidated.
  • The Health Services team of the Airline requests data of passengers occupying seat around a passenger tested or suspected Covid-19 positive immediately after the journey completion.
  • IGT configured a bot that logically defines the list of passengers whose information is sought and then emulates extraction of their details like email, phone number, flight transit details, nationality etc. from the Airline Departure Control and Reservation System.
  • The process is repeated for multiple flights received in input and the captured data is consolidated in an output file shared with the operations team for handling any exceptions.
  • The Bot runs basis operations need

Applications in Scope

  • Airline’s Departure Control System
  • Airline’s Reservation System
  • MS Excel

Automation Tool Partner

  • Automation Anywhere