Top use cases
The six conversations that decide how passengers remember you.
Each one runs as a Procedure written by your team in plain language, with Actions into your reservation, baggage and payment systems. Every decision is traced.
01
Involuntary rebooking
78%
of disruption rebookings resolved by AI at Solstice
Cancellations, misconnects and schedule changes. Pazau finds same-day alternatives on your metal and partners, checks minimum connection times, and reissues the ticket before the passenger reaches the gate.
Procedure · Involuntary change → RebookLive
- 1.Look up the PNR with get_booking and the disruption with get_flight_status.
- 2.Search same-cabin alternatives on operating and partner carriers with search_flights.
- 3.Offer up to three options. Re-check minimum connection time before confirming.
- 4.Rebook with rebook_pnr and reissue with reissue_ticket. Fare difference over $150 needs approval: duty manager.
Actionsget_bookingget_flight_statussearch_flightsrebook_pnrreissue_ticket
02
Refund eligibility under EU261 and DOT
0
refunds outside your fare rules in audit
Pazau decides which regime applies, computes compensation by distance band, and issues cash refunds automatically where the US DOT rule requires them, citing the exact rule in the trace.
Procedure · Refund & compensation eligibilityLive
- 1.EU departure or EU carrier → EU261. US flight → DOT automatic refund rule.
- 2.DOT: refund in cash if cancelled or significantly changed (3h+ domestic, 6h+ international) and the passenger declines the alternative.
- 3.EU261: compensation €250 / €400 / €600 by distance, unless ops code is an extraordinary circumstance.
- 4.Issue with issue_refund to the original form of payment. Never offer a voucher first.
Actionsget_fare_rulescalculate_eu261issue_refundissue_voucher
03
Delayed and damaged baggage
62%
of delayed-bag contacts closed by AI
Pazau reads the bag trace, shares the latest scan, books courier delivery, and reimburses interim expenses within the limits your baggage desk sets. Lost bags move to a Montreal Convention claim.
Procedure · Baggage irregularityLive
- 1.Find the file reference with get_bag_trace (WorldTracer).
- 2.If located, share the last scan and book delivery with schedule_bag_delivery.
- 3.Reimburse interim expenses up to $100/day with reimburse_expense. Above that, approval: baggage desk.
- 4.Not located after 21 days → open a lost-bag claim with open_claim.
Actionsget_bag_traceschedule_bag_deliveryreimburse_expenseopen_claim
04
Loyalty, miles and status
74%
of loyalty contacts resolved end-to-end
Missing miles, award changes, status questions and goodwill. Pazau verifies the member, checks flown segments, and credits miles inside program rules, so your loyalty desk handles the exceptions.
Procedure · Missing miles → CreditLive
- 1.Verify the member with verify_member (member ID + one-time code).
- 2.Check the flown segment in get_flight_history. Claims must be within 6 months.
- 3.Credit eligible miles with credit_miles. Waive redeposit fees for Gold and above.
- 4.Goodwill over 5,000 miles needs approval: loyalty desk.
Actionsverify_memberget_flight_historycredit_mileswaive_fee
05
Hotel reservation changes
69%
of changes made without a human
Date changes, upgrades, late checkout and cancellations, made directly in the property system within rate-plan rules. Pazau never overrides a non-refundable rate without the policy that allows it.
Procedure · Reservation changeLive
- 1.Look up the stay with get_reservation (OPERA or SynXis).
- 2.Same rate plan and availability → change with modify_reservation.
- 3.Non-refundable rate: free cancellation only within 24 hours of booking.
- 4.Upgrade offers follow rate: upsell table. Comps need approval: front office.
Actionsget_reservationcheck_availabilitymodify_reservationcancel_reservation
06
Proactive disruption outreach
−57%
inbound calls during disruption
When operations cancels a flight, Pazau messages every affected passenger on the channel they booked with, with options already held. Most never need to call.
Procedure · Cancellation webhook → OutreachLive
- 1.On flight_status cancellation, list affected PNRs with get_manifest.
- 2.Hold the best alternative per passenger with hold_seat for 30 minutes.
- 3.Message in the booking language. Unaccompanied minors and PRM passengers go to queue: special handling.
Actionsget_manifesthold_seatsend_message