Connected support · future service model

When self-service stops, the passenger should not have to start again.

This concept keeps the journey, family, baggage and disruption context attached when a passenger needs human support. No real case is created and no operational system is contacted.

Journey context

UM322

HRE → VFA · 4 travellers

Support case

Delayed baggage after arrival

A realistic support flow should inherit the passenger's journey context, then ask only for information the airline does not already have.

Journey

HRE → VFA

Booking

MUKOKO

Passengers

Contact updates

What we still need

• Baggage tag or tracing reference
• Delivery address if the bag is located after arrival
• Any accessibility or family constraint that affects delivery

Recovery paths

The answer depends on what actually changed.

Actions are separated into immediate self-service, policy/eligibility checks and human support so the interface does not promise an entitlement before the airline confirms it.

human support

Open a baggage case

A production service would create or retrieve a case from the approved baggage-tracing environment.

available now

Keep contact details current

Delivery and case updates should follow the passenger through verified channels.

Family context

Keep the whole booking visible to the agent.

Travel updates

Keep the operational state and support case aligned.

Messaging

Future verified channels can carry the same case thread.

Prototype service-recovery flow only. Compensation, hotel, meal, rebooking, baggage and other entitlements must be determined by applicable policy, operating circumstances and authoritative airline systems.

Prepare for your journey

Only the most useful journey shortcuts are shown here. Your saved trip context continues across them.

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