Disruption & Rebooking AI Agent

What this agent does

Reads the entitlement, never releases it

When a disruption lands, ingest the itinerary, the ticket, the fare basis and the carrier's published terms.

Where an itinerary crosses regimes, resolve which one governs each sector before an entitlement is read.

Reason

When a change meets a defined trigger, mark the refund as owed rather than describing it as a gesture.

Where a refund is owed, state that it returns to the original form of payment with no processing fee.

When a voucher is offered, record that acceptance has to be affirmative and that silence is not acceptance.

Decide

Where an option is discretionary rather than owed, say so in those words in the same breath.

When a clock is running on a choice, surface that clock beside the option it constrains.

Out

Where an offer would bind the carrier, hold it for the duty agent, who decides and releases it.

When writes are permitted, execute only inside the approval boundaries agreed during implementation.

→ Product statement

The agent reads the entitlement; the duty agent decides what is offered, and the contract of carriage stays the binding document.

Example workflow

One disruption, trigger to release

AgentHuman

1Disruption detectedCancellation, long delay, downgrade, re-route or equipment swap

2Itinerary assembledTicket, fare basis, sectors, operating carriers and the regime each sector sits under

3Entitlement readEntitlement, the rule behind it, confidence

4Controls appliedRegime selection, refund-trigger checks, voucher-consent rules and confidence threshold

No human action required

Stages 1 to 4 run unaided, and nothing is promised at any of them — the agent is reading, and the duty desk's lane opens at the confidence gate.

5DecisionBranches at the confidence threshold

High confidence

Goes to the duty agent to approve.

Low confidence

Adds a duty-manager read first.

Duty-desk approval

The offer is held with the rule it was read against, its flagged lines and the confidence.

Approve · Amend · Send to the duty manager

Approved — released to the passenger▼

6Reservation systems updatedOnly where write access and approval policy allow it

7Outcome evaluatedEntitlement corrections, flagged-line outcomes, voucher disputes and post-release amendments

Amendments

Every duty-desk amendment is counted in the evaluation.

What should not run autonomously

Human approval stays in control

Outside the boundary — human approval required8 items

Promising a rebooking before the ticket is reissued.

Offering a voucher in place of a cash refund.

Releasing a payment, a waiver or a goodwill award.

Soliciting volunteers to give up a confirmed seat.

Automation boundaryAgent acts unaided

✓Read the entitlement against the regime governing that sector.

✓Separate what is owed from what the carrier may do at will for the named owner.

✓Surface the options and the clock running on each one.

✓Draft the offer, and hold it for the duty agent to release.

Any write happens inside the boundaries agreed at implementation, never ahead of approval.

Summarising the contract of carriage or the fare rules.

Deciding whether a disruption was within control.

Endorsing a ticket onto another carrier's metal.

Changes to entitlement, release or approval rules.

Example output

One entitlement, annotated

Everything the agent reads is attached to the ticket record it was read from.

Disruption output · single itineraryIllustrative example

Itinerary

Entitlement read

Refund payable

Source of record

Confidence

Attribution

Cancelled outbound

Outbound cancelled — refund owed to the original form of payment

$318.40

Ticket and fare record

91%

Carrier terms and the ticket

As receivedTaken from the ticket record and the carrier's published terms — nothing on this side is written by the agent.

Source records used Ticket and fare record Carrier published terms Disruption log entry

Why this wordingIt names a refund, not compensation and a person still decides.

ActionApproveAmendSend to the duty manager

What the score decidesBelow the configured threshold the offer picks up a duty-manager read before it.

Value

Where AI adds value

The same four claims, placed at the point in the workflow where each one applies.

Where the value landsValue 01 – 04

Every disruptionFrom the ticket record

03Reading

Read from the record

Draw on the ticket, the sectors it covers and the regime rules configured for each of them.

01Approved path

A refund is not compensation

Routine entitlement questions arrive already read against a regime.

02Human review

Send review to the contested cases

Flagged regimes and low-confidence readings are marked, so the duty desk's read starts where risk concentrates.

04Build an evidence trail

The entitlement, the rule it was read against and the agent who released it stay on the record.

Integrations

Typical integrations

Five system groups connect to the same agent. Which of them are in scope is decided in discovery.

Reservation systemsAmadeus Altéa · Sabre
Navitaire · Radixx

Operations and recoveryOperations control · IROPS
Crew, fleet and rebooking tools

DistributionGDS · NDC channels
Amadeus · Sabre · Travelport

Agent

Disruption and rebooking

Reads the itinerary
Reads the entitlement
Holds for the desk

Refunds and paymentsRefund engine · ARC
Adyen · Worldpay

Observability & evaluationOpenTelemetry · Langfuse
Supported monitoring/evaluation sources

Integration availability depends on the client's existing systems and API access.

Agent controls

Six layers between the model and the passenger

Controls stack inward. What the stack does not catch is set out in the map below.

L6 · Outermost — last line of defenceInward → L1 · closest to the model

L6Rollback / safe modeNarrow the agent to status reporting when evaluation or production signals degrade.Roll back

L5Version monitoringTrack model, prompt, regime-rule and entitlement-configuration changes.Track

L4TraceabilityRecord the ticket record, the reading, the rule, the flags and the release time.Record

L3Duty-desk releaseHold offers for the named duty agent; it governs release, not whether a released offer is right.Gate

L2Policy guardrailsTest readings against configured regime, refund-trigger and consent rules; a failure returns the reading.Restrict

L1Confidence thresholdsRoute low-confidence readings to a duty-manager read before the agent sees them.Require review

Model coreReading produced — the entitlement, the rule behind it, flagged lines and confidence

L1 – L2Test whether a reading may stand

L3Puts the release in a duty agent's hands

L4 – L5Keep the entitlement and the rule behind it

L6Narrows to status reporting when signals degrade

How Nestack evaluates it

Evaluate the entitlement workflow — not only the offer at the end.

Coverage runs the whole depth of the workflow, and every layer is cut by slice.

Surface — the answer the passenger hears

Depth of coverage ▼

E1Final-output evaluationWas the entitlement read against the regime that governs that sector?

E2Step-level evaluationDid the agent separate what is owed from what is discretionary?

E3Tool evaluationDid it read and write the correct ticket and the correct sector?

E4Confidence calibrationDo low-confidence readings actually attract more duty-desk amendments?

E5Slice evaluationHow does performance change across specific disruption types?

E6Business outcomeHow many readings needed an amendment or a correction after release?

Floor — the promise the carrier is held to

Failure modes

Where each failure originates in the agent

Seven ways a disruption goes wrong, at its own stage.

Agent lifecycleDirection of processing →

01 · Retrieval1 mode

BZ-03

Stale partner map

An interline route is read from a map the carrier has since ended.

Stage gathersTicket, sectors, operating carriers and regime rules

02 · Reasoning2 modes

BZ-04

Refund called compensation

A refund owed on a sector is described as money for the delay.

BZ-06

One rule read globally

A single regime is applied to an itinerary that crosses several.

Stage proposesEntitlement, the rule behind it and confidence

03 · Tool / write2 modes

BZ-02

Voucher put before refund

A credit is offered where a refund was the passenger's right.

BZ-05

Discretion read as duty

A hotel or a meal is described in the language of entitlement.

Stage writesOnly where write access and approval policy allow it

04 · Output1 mode

BZ-01

Rebooking stated too early

A seat is described in the past tense before the ticket is reissued.

Stage returnsThe offer the desk releases and the carrier is held to

05 · Change / Version1 mode

BZ-07

Silent regime-rule regression

A model or rule change widens what the agent will promise.

Stage tracksModel, prompt, regime rules and clock config

Sev-1 · an offer released off-boundary Sev-2 · a wrong entitlement is stated Sev-3 · source degrades, reading routes to review

See the complete Travel & Hospitality failure-mode catalogue →

Affected slices

Overall accuracy can hide one bad cohort

Break the amendment rate down before you read it. A single-carrier domestic cancellation and an itinerary whose sectors sit under different regimes are not the same problem.

Slice performance — reported separately, not only in aggregateIllustrative example

Slice	Failure rate	Lift	Status
International itineraries	9.9%	3.8×	Review
Multi-carrier connections	7.0%	2.7×	Review
Downgrades and equipment swaps	4.2%	1.6×	Watch
Single-carrier domestic	1.8%	0.7×	Normal

Bar: duty-desk-amendment-rate lift vs. single-carrier domestic baseline · scale 0–4.0× · tick marks the 2.0× review threshold 2 of 4 slices over threshold

Evidence-linked improvement

A test is what a cycle leaves behind

An apology does not close a cycle; a case the next release must pass does. That suite is what the next disruption handled at the desk is measured against.

Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn

01Detect

Duty-desk amendment rate rises in a disruption slice.

02Diagnose

Which regime was the reading taken against, and was that the one governing the sector?

03Improve

The correction is versioned, with the disruptions that motivated it attached.

04Verify

A failing case holds the release until it passes.

05Learn

The case is added permanently, and the entitlement rules move with it.

Learn → DetectThe return edge. Detection next time runs against a suite one case longer.

Typical build scope

Twelve workstreams across six weeks

The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, entitlement workflow, evaluation, integration, then production validation and handover.

Workstream Week 1Week 2Week 3Week 4Week 5Week 6

01Disruption workflow discovery and boundary definition.

02Reservation and ticketing source review.

03Entitlement, regime and clock rule mapping per market.

04Itinerary ingestion and normalisation.

05Entitlement logic and rule binding.

06Confidence scoring and flag routing.

07Duty-desk release workflow.

08Reservation-system integration.

09Entitlement and clock cases.

10Guardrails and release controls.

11Disruption-trail instrumentation.

12Deployment, documentation and Agent Care handover.

12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallel Final scope and sequence confirmed in discovery

Engagement tiers

What each tier includes

Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.

Capability✓ in scope · — not at this tier PilotOne carrier, one region ProductionProduction reservation systems AdvancedMultiple regions / partners

Introduced at Pilot

Reading to your terms and regimes✓✓✓

Duty-desk release✓✓✓

Entitlement-accuracy baseline✓✓✓

Introduced at Production

Reporting by disruption cause—✓✓

Approval workflow in your systems—✓✓

Approved write-back—✓✓

Reservation-system integration—✓✓

Introduced at Advanced

Multi-regime entitlement rules——✓

Multi-stage duty-desk approvals——✓

High disruption volume——✓

Multi-jurisdiction entitlement controls——✓

Build price From $5,000 From $8,000 Custom quote

Final build priceConfirmed after discovery based on integrations, workflow complexity, disruption volume, approval controls and deployment requirements.

Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.

What we need from you

What you bring, and what we build with it

Each input maps to a piece of build scope and a week in the delivery timeline.

You bringWe build with it

01Your contract of carriage and fare families → Itinerary ingestion and sector mappingWeek 1

02Disruptions you have already handled → Reading baseline, entitlement logic and rule bindingWeek 2

03Your regime scope and the markets you fly → Entitlement, regime and clock rule mappingWeek 1

04Access to relevant APIs, feeds or exports → Reservation, ticketing and refund assessment, then integration setupWeek 2

05Offers you would not want honoured → Entitlement cases and the evaluation suiteWeek 4

06What must reach a person before anything is promised → Confidence scoring, flag routing, guardrails and release controlsWeek 3

07Named duty agents to release offers → Duty-desk release workflow, then pilot and production validationWeeks 5–6

Nothing else is required Deployment, documentation and Agent Care handover are ours.

Delivery timeline

Four phases across six weeks

Each band covers the weeks the work really takes, so week 5 carries evaluation and launch together.

Phase W1W2W3W4W5W6

Discovery W1

Build W2 – W3

Evaluate W4 – W5

Pilot & Launch W5 – W6

Week focus W1Disruption workflow discovery, regime mapping and the automation boundary W2Source integration and the entitlement baseline W3Entitlement workflow, confidence logic and release controls W4Refund-trigger cases, held-act guardrails and failure-mode testing W5Reservation-system integration, pilot disruptions and targeted corrections W6One disruption period run under the duty desk, then handover

Reading the bandEach band sits on the weeks it truly needs, so the fifth holds evaluation and launch together.

At the end of W6Validation finishes on live disruptions and Agent Care assumes monitoring.

DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.

Next step · Travel & Hospitality AI agent

Build a disruption agent on the difference between a refund and compensation.

In the United States a disrupted passenger is owed a refund; compensation for the delay itself is a European idea, not a federal duty. Blur the two and the carrier has either paid what it never owed or refused a passenger their right — and the sentence that did it sits in the transcript. Tell us who releases an offer.

Discuss this agent →

Nestack Agents · Disruption and rebookingAGT-TH-04 · Agent Care available after launch