Every Passenger Conversation. One System. Finally.

The customer experience platform that gives your teams everything they need to turn service chaos into resolved issues.

A passenger tweets about a delayed connection while calling your contact center about the same issue. Your social team replies on Twitter. Your phone agent has no idea that conversation already happened.
The passenger explains the problem again. 
Then again. Next time, they book with another airline.

Here’s what should happen instead.
Every interaction, social media, email, phone, chat, WhatsApp, flows into one place.  Your team sees the full story instantly. They know the passenger has already contacted you twice. They see loyalty status. They see what was promised.

The passenger gets help, not another request to repeat themselves.

Average response time

reduced from

4 hrs 12 mins

Airlines shouldn't be this disconnected

Your airline operates across twelve channels. Passengers reach out wherever it’s convenient—they’ll tweet from 30,000 feet, email from the airport, call from a hotel when their bag doesn’t arrive. Then they’ll blast you on Facebook when nobody responds fast enough. 

Your teams are working hard. They’re just working blind. 

The social media manager doesn’t see that the passenger already called. The call center agent misses the angry tweets. Nobody realizes this frequent flyer is about to torch you in a review.

Your booking system doesn’t talk to your complaint system. Your complaint system doesn’t talk to operations.
Passengers repeat themselves. Agents ask for information that’s already somewhere in your systems. Issues take days. By the time you fix the problem, the damage is done.

The result?

Reactive operations and customers walking away

When flights get cancelled

You need to rebook hundreds of passengers immediately. Some call. Some tweet. Some show up furious at the gate. Your teams scramble without knowing who's been helped and who's still stranded. The social team manually responds to 200 messages while the call center waits on hold for rebooking options.

When bags go missing

Passenger files a claim at the airport. Calls the next day. Emails. Tweets. Four agents handle four interactions. None see the full picture. The bag gets found but nobody tells the passenger for twelve hours because the airport team didn't update anything.

When something goes viral

One bad experience hits Twitter. It spreads. Your team learns about it from news alerts, not your systems. You're defending instead of solving.

It's not just frustrated passengers. It's staff burnout from impossible workloads. Lost revenue from customers who switch. Brand damage that takes months to repair.

Discover an easier way to

Connect every conversation

Agents spend too much platform hopping or navigating unhelpful knowledge bases.

What if customer-facing teams had a single platform for everything they need to help customers? Every call, every email, every chat in one place. Full history. Real-time updates. Knowledge that isn't buried in PDFs, but surfaces exactly when you need it.

No more platform-hopping. No second-guessing whether information is current. Just clear, confident support that makes customers feel valued and keeps your teams from burning out.

Route issues intelligently

Imagine a system smart enough to know not just that a passenger's bag is delayed, but that they have a connection in 90 minutes and need to get to a conference. So it doesn't just log the issue—it prioritizes it, alerts the right people, and pulls in the tools they need.

Context-aware routing means VIPs aren't waiting. Urgent cases don't get buried. Specialists handle what they do best. And your team isn't drowning in noise, because the system already figured out what matters most.

This isn't just triage. It's intelligent orchestration that respects both your customers' time and your team's sanity.

Make decisions with data

Every interaction tells you something. What are passengers complaining about most? Which routes have the highest satisfaction? What time gets the most volume? Which agents resolve issues fastest? Track it all in real time:

Response times by channel and issue type
First-contact resolution rates
Ticket volume trends by hour, day, route
Agent performance
Sentiment analysis across your network

When response times climb on Twitter, shift resources. When baggage complaints spike at a specific airport, investigate. When one agent consistently resolves issues faster, see what they're doing differently.
The system categorizes conversations automatically. You see exactly what passengers discuss: Baggage fees, seat assignments, delays, food quality, app problems. When a new issue trends, you know immediately. If 50 passengers mention boarding pass problems, something's broken. Fix it before it's a crisis.

Stop guessing. Start knowing what passengers need before they tell you

Engineered for airline-scale operations

Connects to your system

Konnect Insights talks to all airline systems. Passenger service systems, reservations, departure control, baggage tracking, loyalty platforms, flight operations data. When agents need information, it's already there. No jumping between five tabs.

Handles crisis situations

When weather hits or systems fail, airline volumes can spike by 10x. Konnect Insights crisis alerts keep you ready. Use pre-defined response templates for common disruptions. Automatic prioritization for affected passengers. Konnect Insights has you covered when everything goes sideways.

Scales globally

Your airline operates internationally. The platform supports 50+ languages with realtime translation. Region-specific compliance. Time zone handling. An agent in Singapore seamlessly continues a conversation that started in London. Context carries over.

SOC 2

Security and Compliance

Konnect Insights is built to meet the highest standards of aviation and enterprise compliance. Every interaction is protected with aviation-grade data security, complete audit trails, and role-based access controls. GDPR, SOC 2, and region-specific regulatory requirements are built in, so teams stay compliant without adding operational overhead.

Let Konnect AI+ handle routine work.

Your team focuses on what matters.

Your agents spend half their time answering "What's your baggage policy?" and "How do I change my seat?" These don't need humans—they need fast, accurate answers. Agents empowered by Konnect AI+ have all the context at the fingertips. When someone tweets about carry-on policy, the system responds instantly with the right information. When someone emails about flight status, it pulls real-time data and replies. You control what gets automated. Start conservative. Add more as you see what works. .

Sentiment detection catches problems early.

Konnect AI+ reads every message and flags angry passengers — not just profanity, but tone and context that suggest someone is about to escalate. These go to your most experienced agents.

Set thresholds.

Anything below 40% sentiment goes to senior staff. VIP passengers are always routed to dedicated agents. Safety mentions trigger immediate supervisor notification.

Smart suggestions speed up resolution.

When an agent opens a ticket, the system suggests the most effective similar past solutions from the base. Since agents pull the response that worked 95% of the time, agents can use it, modify it, or ignore it.

Proactive alerts prevent complaints.

When weather causes delays, the system detects spikes in mentions of specific flights. You know there's a problem before the flood hits. Auto-messages: "We see you're on flight 237 tomorrow. There may be delays, here are your rebooking options."

Resolve complaints before they start.

Explore Konnect AI+

Airlines Using Konnect Insights See Real Results

With Konnect Insights, airlines move from reacting late to responding with clarity. Teams resolve issues faster, agents work with full context, and passengers experience consistent, informed support instead of fragmented handoffs.

85%

Faster Response Times

across social, messaging, and contact center channels

79%

First-Contact Resolution

reducing repeat contacts and escalations

34%

Improvement in Social Sentiment

through faster, more consistent responses

40%

Increase in Agent Productivity

by eliminating manual handoffs and context switching

See what this looks like for your airline

You're handling millions of passenger interactions every year. Each one either builds loyalty or loses a customer. Right now, your systems make that harder than it needs to be.

Konnect Insights gives your team what they've been asking for: One place to see everything. Tools that actually help. Data that drives better decisions.

See the platform in action with scenarios from airline operations. 30 minutes. No pressure.

Get Started