For airlines and passenger logistics providers
Passenger iROPS
case management
software.
A digital platform for airlines, ground handlers and passenger logistics providers to manage delays, cancellations and diversions. Connect case ownership, passenger care, supplier arrangements, communications and reporting in one workspace.
Start with case management. Keep your booking channels.
Use the software with your existing partners and negotiated rates. Add Routespring's live booking inventory and reconciliation services when you need them.
The passenger recovery workflow
One case. Connected decisions.
01Airline instructions
Authorization, care policy and case ownership
02Passenger care
Manifest, groups and individual requirements
03Suppliers + booking
Your agreements and additional inventory
04Last-mile communication
Confirmed details and passenger instructions
05Financial evidence
Service records, rates, invoices and review
Workflow illustration. Live booking and messaging connections require agreed setup and verification.
Two operating models
For airline teams.
For the providers they work with.
Digitize the passenger disruption work your team owns. Configure case responsibilities, care policies and access around your operating agreements.
Airlines and OCC teams
Bring flight context, passenger care requirements, approvals and recovery priorities into a structured case workflow. Keep supplier arrangements and the financial record connected to the disruption.
Scope the workspace for your own operations team or for the passenger assistance provider appointed to run the response.
Passenger logistics providers and ground handlers
Give agents and supervisors a digital workspace for the disruptions you manage for airline clients. Keep case ownership, airline instructions, passenger allocations, supplier confirmations and shift handovers together.
Start with operations management while keeping your existing suppliers and booking channels. Add booking and reconciliation to suit your service model.
An airline team operating its own cases and an airline viewing a provider's workspace are different access models. Shared airline access to provider-operated cases is a separately scoped expansion option, with agreed roles and permissions.
The operational gap
The disruption is one event.
The work is everywhere.
Airline instructions arrive in one place. Room confirmations live in another. Passenger messages, vouchers and invoices follow separate paths. When demand changes, your team has to rebuild the picture.
Give every case an owner and a next action.
Keep flight context, authorization, care requirements and unresolved work in the same operating view.
Keep the passenger journey connected.
Carry confirmed accommodation, meals, transport and onward travel information through to the people who need it.
Keep the evidence with the cost.
Link the arrangement, its approval and the financial record so operations and finance can explain what happened.
Cases and workflow
Every case has an owner,
a plan and a clear next step.
Keep the flight, station, passengers, airline authorization and service progress in the same record. Follow the open exceptions, retain shift notes and see what still needs attention as the disruption changes.
Routespring / Passenger iROPS
Illustrative operator viewCase queue
Example case / 01
Flight cancellation
LHR · Passenger care
Owner: Duty desk
Example case / 02
Extended delay
JNB · Care plan in review
Example case / 01
Flight cancellation · LHR
Airline instructions, passengers and care in one record.
- Assigned owner
- Duty desk
- Airline authorization
- Care approval recorded
- Next action
- Allocate remaining rooms
Passenger manifest
Accepted
Groups and assistance needs retained.
Accommodation
Action needed
Confirmed rooms recorded. Remaining demand needs allocation.
Passenger updates
Follow-up needed
Contact gaps and communication attempts stay with the case.
Financial record
Under review
Supplier confirmations, agreed rates and charges linked.
Shift handover: Remaining room demand and passenger contact follow-ups stay visible for the next team.
Case ownership
Assigned responsibility and shift handovers keep the response moving.
Priorities and exceptions
SLA stages and unresolved requirements show where an agent needs to act.
Airline decisions
Care policies, authorization and approved exceptions stay with the case.
A cancellation case, from intake to closure.
A cancelled flight leaves passengers needing an overnight stay. The duty desk opens a case, validates the manifest and records the airline's care approval. Agents use existing hotel partners first, source additional options when needed, and retain confirmed rooms, transfers and meal arrangements with the passengers. Confirmed instructions and contact follow-ups stay with the case, followed by supplier records, reconciliation and closure.
- 01
Open the case
Record the flight, station, disruption, case owner and airline authorization.
- 02
Validate the manifest
Import passenger details, review errors and duplicates, and retain travel groups and assistance needs.
- 03
Agree the care plan
Apply airline-specific rules for accommodation, meals and transport. Review exceptions before committing services.
- 04
Source and allocate
Use your suppliers or source additional options in the Routespring booking workspace. Record confirmed arrangements in the case.
- 05
Inform passengers
Prepare confirmed arrangements, vouchers and practical instructions. Activate sending through verified communication connections.
- 06
Manage the handover
Track outstanding care, changing requirements and shift notes so the next team can pick up the case.
- 07
Reconcile and close
Connect service records, agreed rates, invoices and exceptions to the disruption they belong to.
Supplier flexibility
Your partners.
Your rates.
More options.
Your supplier relationships are part of your operation. Routespring gives you a digital workflow around those agreements and an additional route to inventory when local supply falls short.
Secure rooms through your existing partners or source additional options in Routespring's booking workspace. Record the confirmed arrangements in the same disruption case, with a clear view of remaining demand.
Your supplier network
Keep the agreements that work.
Retain hotel, transport and meal partners, negotiated rates, contact priorities and operating terms. Record arrangements made through your existing channels, with supplier confirmations and supporting records.
Routespring booking inventory
Expand the sourcing options.
Open Routespring's live booking workspace for additional hotel and flight options. Review availability, rates and terms, then bring confirmed arrangements back into the recovery case.
Contracted capacity and live availability are different. Automated booking inside the recovery case requires a separately verified connection. Content, inventory access and fees are agreed during onboarding.
Passenger care and onward travel
Care on the ground.
A path to the next journey.
Bring the practical needs of disrupted passengers into one case. Apply the airline's service rules while keeping individual needs visible.
Accommodation
Build room demand from passenger groups, cabin requirements, onward departures and assistance needs. Allocate across suppliers and retain confirmation details when plans change.
Meals and vouchers
Coordinate airport welfare, hotel meal inclusions and separately arranged vouchers. Keep service allocations and voucher records associated with the relevant passengers.
Ground transport
Coordinate hotel transfers and airport-to-airport movements. Keep pickup points, schedules, supplier details and special assistance requirements with the care arrangement.
Alternative flights
Plan alternative-flight recovery around passenger groups, cabin and assistance needs, connection requirements and approvals. Use Routespring booking options to help coordinate the next journey.
Alternative-flight planning does not issue a ticket. Live airline inventory, PNR servicing and ticketing require verified connections and airline rebooking authority.
Last-mile passenger communication
Keep passengers informed.
Make the next step clear.
Connect the first update with the flight, hotel, meal and transport information passengers need. A clear communication workflow keeps the next action and route to assistance visible.
01 / The first update
The disruption, proposed next step, response deadline and route to assistance.
02 / The details passengers use
A proposed flight, clear hotel instructions and a schedule for the rest of the journey.
Choose any screen to explore the details, or play the sequence.
Illustrative screens from the FLYYO passenger-care walkthrough. Passenger details, flight options, care arrangements and timings are demonstration examples. Production sending and fulfilment depend on the agreed, verified connections.
Keep the update connected to the case.
Validate passenger contact details, keep communication attempts visible and follow up when an update needs attention. Scope SMS, email and WhatsApp connections around the channels your passengers use.
Production sending requires verified provider connections. Channels, sender setup, message triggers and charges are agreed and tested before activation.
The information passengers need.
- Accommodation confirmation and check-in instructions
- Meal arrangements and voucher information
- Transport pickup point, timing and supplier details
- Confirmed onward travel information and changes
- The next action and where to get assistance
Reporting and reconciliation
Explain every service.
Support every charge.
Keep airline authorization, supplier arrangements, contracted rates, actual charges and supporting records connected to the disruption. Give finance the context it needs for reconciliation and airline billing.
Review changes, cancellations and exceptions with their operational history. Preserve the reason behind a decision so the next shift and the finance team can follow it.
Explore Routespring reconciliationCase and station activity
Follow care progress, assigned ownership and unresolved work across disruption cases.
Supplier commitments and allocations
See which services were arranged, which passengers were allocated and what was confirmed.
Rate and invoice exceptions
Compare agreed terms with actual charges and follow the items requiring review.
Changes and closure evidence
Retain the record of amendments, cancellations, service outcomes and supporting billing details.
Choose your starting point
Use the software on its own.
Add services as you need them.
Start with digital case management while keeping your existing suppliers, negotiated rates and booking channels. Agree the scope that fits your team, then add supported booking, reconciliation and collaboration.
01 / Operations management
Digitize the work you do today.
Manage cases, manifests, care plans, supplier allocations, handovers and reporting while keeping your existing booking channels.
A practical starting point for ground handlers and assistance teams.
02 / Booking + reconciliation
Connect sourcing to financial control.
Add supported contracted-rate bookings, Routespring inventory and reconciliation services. Combine existing supplier arrangements with additional bookings in the same case.
Booking, service and messaging fees depend on the agreed scope.
03 / Shared airline visibility
Scope a common view of recovery.
Extend the operating model toward authorized airline access to care progress and supporting financial records, with agreed roles and responsibilities.
An expansion option. Access and rollout requirements are agreed before activation.
Built around the people doing the work
One workflow across
the disruption response.
Airlines and OCC teams
Coordinate passenger care requirements, approvals and recovery priorities.
Passenger logistics and assistance providers
Bring intake, sourcing, passenger service and shift handovers into a digital operating record for your airline clients.
Station supervisors and finance
Follow unresolved work, approved exceptions and the evidence supporting airline billing.
Define care policies, approval responsibilities, access requirements and supported data connections around your operating agreements.
Security & trustQuick answers
Passenger iROPS,
explained.
Practical answers about the operating model, supplier flexibility and implementation scope.
What is a passenger iROPS platform?
A passenger iROPS platform manages the care and recovery work caused by irregular airline operations, including delays, cancellations and diversions. Routespring connects disruption cases, passenger manifests, airline care policies, supplier allocations, booking records, passenger communications and financial reconciliation in one operational workflow.
Can we keep our existing suppliers and negotiated rates?
Yes. Keep your hotel, transport and meal partners and record arrangements made through your existing channels. Routespring's booking workspace provides an additional sourcing option for unmet demand, subject to availability and commercial terms. Contracted content and automated booking connections are scoped and verified during implementation.
Can we combine offline bookings with Routespring inventory in the same case?
Yes. Track your own supplier arrangements alongside confirmed bookings sourced through Routespring. Operators can open the Routespring booking workspace for additional hotel options, then record the confirmed arrangement in the recovery case. Automated booking execution inside the case requires a separately verified connection.
How does Routespring communicate with disrupted passengers?
The passenger communication workflow prepares care updates, validates contact information and keeps communication attempts and follow-up with the case. Production sending depends on verified provider connections. SMS, email and WhatsApp requirements, sender setup, automation triggers and usage charges are scoped during onboarding; live delivery must be tested before activation.
Does the platform help with alternative flights?
The platform supports alternative-flight recovery planning, including passenger groups, connection requirements, cabin and assistance needs, fare limits and approvals. Routespring's booking platform can provide additional flight options. Live airline inventory, PNR servicing and ticket issuance require verified airline or booking connections and rebooking authority; planning a recovery does not issue a ticket.
How are airline care rules and exceptions handled?
Airline-specific care policies define the services and limits that guide each case. Teams can account for cabin class, onward departure, room-sharing groups and assistance requirements, and document approved exceptions. The airline agreement and applicable requirements determine the care rules configured for the operation.
Can a passenger logistics provider or ground handler use the software without changing how it books?
Yes. Start with case intake, manifests, care planning, supplier allocations, handovers and reporting while continuing to book through your existing channels. Retain your suppliers and negotiated rates. Add supported live booking, reconciliation and passenger communication services as your operating model develops. Scope and fees are agreed before activation.
How can airlines use the Passenger iROPS platform?
The case management workflow supports airline passenger care operations, including flight context, care policies, approvals, passenger requirements and financial evidence. Scope the workspace around whether an airline team operates the cases or an appointed passenger logistics provider runs them. Shared airline access to a provider-operated workspace is a separate expansion option; roles, permissions and rollout requirements are agreed before activation.
Can airlines and ground handlers share the same workspace?
Shared airline visibility is an expansion option to scope with Routespring. The intended model gives authorized airline users visibility into care progress and supporting financial records. Roles, data access, approval responsibilities and rollout requirements must be agreed before shared access is enabled.
See it in your environment
Bring your disruption workflow.
We'll show you how it connects.
Walk through a representative case with the Routespring team. Review your supplier model, passenger communication needs, booking options and reconciliation requirements, then agree a starting scope.