Caribbean Airlines is a leading carrier in the Caribbean region, serving thousands of passengers daily across international and regional routes. With over 1,500 employees and annual revenue of US$444.6 million, the airline is committed to enhancing customer service and operational efficiency. As part of its digital transformation initiative, the airline aimed to automate and streamline its ticket refund process, which was previously managed through manual, paper-based workflows.
75% faster claims processing
60% increase in customer satisfaction
Trinidad and Tobago
Aviation
June 2022 - Feb 2023
Services Used
“Code District was a hit. Their engineers were professional, communicative, and committed to delivering a well-thought-out solution. The best thing about them was their willingness to adapt, which made the process smooth and productive.”
Head of IT Applications, Caribbean Airlines
Caribbean Airlines faced significant operational inefficiencies due to its manual, paper-based refund management system, which lacked automation and transparency. The outdated process posed following challenges:
The refund process required multiple manual steps, including form submissions, verification, and approvals, making it slow and prone to errors and inconsistencies. Customer service agents had to manually review and process each request, leading to delays and backlogs, especially during peak travel periods.
Passengers had no visibility into the status of their refund requests, leaving them in the dark about their claims. With no automated updates or self-service tracking, customers were forced to repeatedly call customer support, leading to additional delays and dissatisfaction.
Due to the lack of an automated refund tracking system, the airline’s support team faced a high volume of inquiries from passengers seeking updates on their refund requests. This resulted in longer response times, overburdened support agents, and a decline in overall customer service quality.
Without automated validation and approval mechanisms, refund claims had to be manually reviewed and processed, increasing the risk of errors, inconsistencies, and delays. The absence of centralized workflows meant that different teams handled approvals differently, further slowing the process.
To address these challenges, we developed a custom, web-based refund automation platform designed to increase efficiency, enhance customer satisfaction, and integrate seamlessly with existing airline systems. The solution focused on four key areas:
Get the full case studyWe replaced the manual, paper-based system with an intuitive, self-service web portal, allowing passengers to submit refund requests online with the necessary documentation. The portal provided real-time status tracking and automated notifications via email and SMS, keeping passengers informed throughout the process. By eliminating physical paperwork and manual submissions, the system significantly reduced processing errors and accelerated refund approvals.
To streamline approvals and minimize manual intervention, we integrated an automated claim verification system that validated refund requests against airline policies and eligibility criteria. The system flagged discrepancies or missing information, reducing the back-and-forth between customers and support teams. Standardized approval workflows ensured a consistent, efficient, and error-free refund process, improving operational accuracy and turnaround times.
We enhanced the accuracy and operational efficiency of refund management system by integrating it with AMADEUS, Caribbean Airlines' existing reservation and ticketing system. This integration automatically retrieved passenger booking details, eliminating the need for manual data entry and ensuring that only eligible refund requests were processed.
To reduce customer frustration and support team workload, we introduced integrated communication features within the refund portal. Passengers could now track their refund status in real time, interact with support agents via live chat, and access self-service FAQs to resolve common inquiries. This reduced call center volume while improving response times and customer satisfaction.
faster claims processing
increase in customer satisfaction
decrease in refund-related error
improvement in refund request capacity
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