Automation of Airlines Refund Process

A large team managed the manual processing of approximately 4000 PNRs per month. Multiple business users were involved in checking and refunding the PNRs. This was a complex process that involved multiple validations and authorizations. Manual process required about 5 minutes per PNR.

Business Challenges

• Data Entry Errors: Manual data entry errors during EPRs Creation in Sabre, which lead to considerable rework and fixes that caused process delays.
• Inefficiency: Manual pre-checks before creating the EPRs were time-consuming, this also meant validating documentation and ensuring the right information is entered.
• Lack of Visibility: Delayed outcomes due to manual validations, this caused breach of internal SLAs and also led to lack of visibility to the management.

Solution Highlights

• The AHT has been reduced to 52 seconds with the implementation of Sabre And ServiceNow APIs integration with UiPath for creating and deleting EPRs.
• The process uses graphical API to share the temporary passwords with the EPR holders
• All Personally Identifiable Information (PII) involved in the process is excluded from logging and handled in encrypted form to ensure data security.
• All Created EPRs are stored in a SharePoint file along with the service now request details using graphical API.

Business Outcome

Transaction time reduced from 5-7 minutes to 52 seconds, resulting in 80–95% reduction in manual effort and 90% elimination of repetitive data entry. Accuracy improved from 85% to 99%, ensuring faster, reliable, and consistent. The SLAs improved significantly and management teams had good visibility in the status of the process.