Use case - Transavia
Automated rebooking for cancelled Transavia flights.
When flights are cancelled, passengers need to be rerouted or taken care of - immediately. Transavia chose PROMO.DEV to handle both.
Client
Transavia
Sector
Aviation
Team
Operations, Customer Experience
The challenge
A cancelled flight. 180 passengers. No plan B.
A flight cancelled at midnight in Lisbon. 180 passengers stranded in the terminal. Each one needs a new flight, a hotel room, a way to get there. Your ground staff juggles phone calls, walks passengers to partner desks, hands out paper vouchers. By morning, half of them have already posted about it online.
64% of passengers are dissatisfied with how airlines handle disruptions. Satisfaction drops 30 to 50% after a cancellation, and 1 in 4 claims is not processed in time. For a low-cost carrier like Transavia, part of the Air France-KLM group, where margins are thin and brand loyalty is earned flight by flight, every badly managed disruption is a customer lost.
The problem is not willingness - it is infrastructure. Rebooking requires coordination with Amadeus, hotel inventory from Booking, ground transport from Uber and Karhoo. No single system connects all of this. Until now, that meant manual work, delays, and frustrated passengers.
How it works
One link. Four services. Zero friction.
Automated rebooking
When a flight is cancelled, affected passengers receive a unique link via SMS. They can rebook on the next available flight directly from their phone - no call center, no queue, no app to download.
Hotel accommodation
If the next flight is the following day, passengers book a hotel room via Booking integration. Pre-negotiated rates, budget-controlled, confirmed in minutes.
Ground transport
Taxi or ride to the hotel via Uber and Karhoo. Integrated into the same link, same flow. The passenger never leaves the experience.
Zero friction
No app to download. No account to create. No cash advance. The passenger clicks one link and handles everything from their phone, in any language, at any hour.
87% of customers say they are likely to avoid a company after just one bad experience. In aviation, that bad experience happens every day, at every cancelled flight.
Accenture, 2025
The difference
No app. No account. No cash advance.
Transavia passengers handle everything from one SMS link. No app store, no login, no reimbursement form. The experience starts and ends on their phone - in under 5 minutes.
The challenge
- Cancelled flights leave passengers stranded with no self-service option to rebook, find a hotel, or arrange transport.
- Ground staff overwhelmed by manual coordination across multiple service providers - Amadeus, Booking, transport.
- Thin margins and high brand sensitivity mean every badly managed disruption directly impacts customer retention.
Our solution
- Automated rebooking via unique SMS link - no app, no account, no friction
- Hotel accommodation through Booking at pre-negotiated rates with budget control
- Ground transport through Uber and Karhoo, integrated into the same passenger flow
- Real-time coordination across rebooking, accommodation, and transport from a single link
- End-to-end adaptive scenario including rebooking, accommodation, transport, legal and commercial compensation, refunds, and cashback