A major UK-based European airline struggled to manage a massive influx of EU261 flight compensation claims. Legacy systems and manual processes had created a critical backlog, leading to significant customer dissatisfaction and regulatory pressure.
easyJet
Reducing operational costs by 75% while automating over 80% of manual claim tasks for a seamless passenger experience
The challenge
The client’s need
The airline approached Avocado55 to transform a process that was no longer sustainable at scale:
Mounting Backlogs: It took an average of 54 days to process a single cash compensation claim.
High Volume: Managing over 180,000 claims per year with numbers steadily rising.
Costly Friction: Legacy IT systems and limited reporting led to expensive litigation and increased scrutiny from the Civil Aviation Authority (CAA).
Our strategic approach
Avocado55 delivered a best-in-class system automation strategy, re-engineering the entire claims lifecycle from the Operations Control Centre (OCC) through to Accounts Payable.
Process Mapping & Re-engineering: A complete overhaul of internal workflows across the entire organisation to eliminate bottlenecks.
AI-Powered Workflow: Integration of a Business Process Management (BPM) engine enhanced with AI to handle the heavy lifting of claim validation.
Automated Tooling Development: Selection and deployment of specialized automation tools designed for the unique demands of aviation regulations.
Modernized Payments: Upgrading outdated manual processes, such as cheque payments, to streamlined BACS transfers.
The impact
Our transformation enabled the airline to turn a major operational pain point into a competitive advantage with an in-year Return on Investment (ROI).
Processing Time Reduced by 50 Days: Slashing the claim lifecycle from nearly two months to just four days.
Reduced Costs by 75%: Drastically lowering the overhead required to manage the compensation process.
82% of Agent Tasks Automated: Freeing up human agents to focus on complex cases by allowing AI to handle the majority of the workload.
Exceptions Kept Below 20%: Ensuring high accuracy in automated decision-making and reducing the need for manual intervention.
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