A ground stop at 6 a.m. and the queue is saturated by 7. VoiceRun agents take disruption, change and refund calls in parallel, read the booking from your reservation system, offer only what the fare rules allow, and speak your required disclosures word for word. A person is always one sentence away, on every call.
Built for VPs of customer care, reservations and disruption recovery at airlines, cruise lines, OTAs, car rental companies and travel management companies.
Reservations line · disruption
Tue 6:52 AM66,675
airline complaints filed with the U.S. Department of Transportation in 2024, a record and 9% above 2023
CoPIRG Foundation via KUNC, 20253 hours
of domestic delay (6 international) makes a flight significantly changed, and the traveler who declines the alternative is owed an automatic refund
U.S. DOT, 14 CFR 260.2 and 260.663%
of recent cruisers booked through a travel advisor, so the servicing line answers the trade as well as guests
CLIA via Travel Market Report, 2026The calls
Most days are status checks, changes and baggage. Then a front moves in, and the same desk takes a month of calls in a morning. Each one is written as code against the reservation, fare and loyalty systems your own agents work in.
Finds the next protected options inside the fare rules and cabin, confirms with the caller, and writes the change. Anything the system hasn’t confirmed goes to a rebooking agent with the booking attached.
Systems the agent works in: Reservation system · Disruption tools
Calls travelers on a cancelled or retimed flight before they leave for the airport, on the number they gave for trip updates, and offers the new options. Anyone who wants a person gets one.
Systems the agent works in: Reservation system · Contact preferences
Answers “is my flight still going” from the operational feed, explains what the delay means for the connection, and tells the caller what they can do before they reach the airport.
Systems the agent works in: Flight status · Reservation system
Handles voluntary changes against fare rules and waivers, name corrections and refund requests, stating the traveler’s rights as the rule reads. Checks refund status before telling anyone when to expect the money.
Systems the agent works in: Reservation system · Payments
Opens the claim, reads the tracing status, and gives the delivery window for a bag that is on its way. A bag that is truly missing goes to a person with the file number.
Systems the agent works in: Baggage tracing · Reservation system
Searches award space, quotes miles and taxes, explains what a status tier changes, moves seats and applies upgrades. Missing-mile claims go in with the flight details already attached.
Systems the agent works in: Loyalty · Reservation system
Final-payment dates, passport and document checks, cabin and dining assignments, and future cruise credit balances, for guests and for the travel advisors who book for them.
Systems the agent works in: Booking platform · Payments
Modifies and extends reservations, explains a toll or fuel line on the final bill, and gives the branch’s hours and shuttle. Damage claims and coverage disputes go to a person with the contract in hand.
Systems the agent works in: Rental system · Billing
Handles changes inside the company’s travel policy at 3 a.m., and reaches travelers by phone when an event hits their destination. Policy exceptions go to the travel manager.
Systems the agent works in: Booking tool · Traveler profiles
Why it's hard
A demo handles “change my flight.” A real desk handles the tarmac delay, the codeshare, the agency ticket and the statute, often on the same morning.
The reality
Weather, a ground stop, a crew timeout or an IT outage takes the phones from steady to saturated within hours, and no schedule or outsourcing contract is sized for it.
How VoiceRun handles it
Agents answer in parallel, so the status, confirmation and baggage calls stop queueing behind each other. Callers who need a rebooking specialist reach one with the booking and the question already captured.
Elastic call capacity
Weather, a ground stop, a crew timeout or an IT outage takes the phones from steady to saturated within hours, and no schedule or outsourcing contract is sized for it.
Agents answer in parallel, so the status, confirmation and baggage calls stop queueing behind each other. Callers who need a rebooking specialist reach one with the booking and the question already captured.
Elastic call capacity
Tested before launch
Every statutory right and fare restriction your desk follows becomes a scripted caller. Simulated callers place real voice calls to the agent before a release reaches a traveler, and evaluators grade each run on the long tail: the declined rebooking, the agency ticket, the storm that changes a compensation claim.
Simulated callers place real voice calls to the agent, evaluators grade every conversation against what should have happened, and a release that regresses never reaches your callers.
$ vr simulate staging --name ground-stop --wait
7/7 simulated calls passed · evaluator: judge
The platform
Start with the surge, or with the calls that never make the news. Either way, every call lands on one record.
Your systems
The agent reads the booking and writes the change in the systems your people use, through the APIs your team exposes, so nobody reconciles two versions of the booking after the storm.
Reservations & PSS
Reads the booking, fare rules and inventory, and writes changes, seats, assistance requests and refunds through the API in front of your system.
Common Amadeus Altéa, Sabre SabreSonic, Navitaire
Distribution & TMC
Services tickets sold through agencies and corporate travel programs, and checks who sold the ticket before saying anything about money.
Common Sabre, Amadeus, Travelport, SAP Concur
Disruption & baggage
Reads cancellation lists and reaccommodation inventory from operations control, and bag status from tracing.
Common SITA WorldTracer
Loyalty & payments
Checks status, miles and award rules, and hands payment to your existing payment system, so card numbers stay out of the conversation and the transcript.
Telephony
Keeps your numbers and carrier, and hands travelers to your contact center queues with context.
Common Twilio, Telnyx, Bring your own carrier
Named products are examples of what’s common in each category; none of them is a prebuilt connector. VoiceRun agents call any API or database your team exposes, and every connection is code your team can read. Your carrier, numbers and contact center stay where they are.
Control
Your fare rules, refund obligations and required statements are code your legal team can review line by line. The agent says what the code allows, and writes to your systems only what the code permits.
The lowest-fare notice, the 24-hour hold or cancel policy and refund terms (14 CFR 259.5) are spoken from code at the point they apply, the same way on every call.
Every flow has a transfer to a person, and the agent can pass context with it. 49 U.S.C. 42307 calls for a live-agent channel at all times, and the AI line runs beside it.
The automatic-refund triggers in 14 CFR 260.6 and the EU261 amounts are rules in code. The agent checks who sold the ticket before it says a word about money.
Wheelchair, unaccompanied minor, service animal and medical requests are written to the booking and routed to your accessibility desk. Your TTY service under 14 CFR 382.43 stays exactly where it is.
Name changes, traveler removals and refunds to a new card are fraud targets. The agent makes them only after the identity checks your policy requires, and card details go to your existing payment system.
Each call keeps its transcript, system actions and evaluation under one call ID, and a recording if you enable it. If a traveler later disputes what they were told, you can see the words and the booking read behind them.
Your code remains your code, your data remains your data, and the models we train for you serve only you.
Deployment options: our SOC 2 managed cloud, your VPC, your cloud, or on-premises with VoiceRun Edge, available under enterprise agreement.
FAQ
We suggest starting read-only on the calls that pile up first: flight status, protection options and refund rights. Write actions such as rebooking inside fare and cabin rules come next, as simulations and a slice of live traffic show they’re ready, and the agent is built never to promise a seat the reservation system hasn’t confirmed.
The agent transfers on the first ask, to the queue and skill you name, and can pass context with the transfer so the traveler doesn’t repeat the record locator. You set the other triggers: elite status, unaccompanied minors, medical needs, a second failed attempt. Your staffed line stays published, with the AI line running beside it.
The agent speaks for your airline, and a tribunal has already held an airline to what its chatbot told a traveler. That is why fare, waiver and refund rules are code your team writes and reviews, why the agent states only what a rule returns, and why simulations replay your hardest cases before every release. VoiceScore then grades the calls where money or rights came up.
VoiceRun agents call any API or database your team exposes, so the agent reads and writes through the API layer in front of your reservation system, the way your own applications do. The connection is code your team can read, tested with simulated callers before a live call. Ticket ownership is checked first, because servicing rights and refund duties differ by channel.
Speech recognition and voices are chosen per language from the providers that perform best on each, and callers can switch languages mid-call. We recommend testing on your own recorded disruption calls, by language and by noise condition, with the place names, flight numbers and surnames that generic recognizers miss. Locators and flight numbers are read back and validated before anything is written.
No. Numbers can be provisioned through VoiceRun or brought from your own Twilio or Telnyx account, and the Audio Control Plane keeps automated minutes in front of your contact center and escalates to your people through it. Every call, AI or human, lands on one record and one scorecard, so abandonment during a surge, rebooking completion and repeat calls can be compared call by call.
A consultation is a working session on your call mix, your reservation and fare-rule systems, and the worst day of your last year. We map the shortest path to a line that keeps answering when the board turns red.
