Close the loop
before they board.
Intelligent complaint platform for airport passenger ops. Six channels, AI categorisation, multi-org routing, real-time SLA. Resolution while they're still in the terminal.
A passenger's complaint
arrives in twelve places.
A wet washroom at gate B14 surfaces on WhatsApp, web form, email, SMS, social. The duty manager sees one. The airline sees another. The handler sees none. AeroResolve makes the picture one screen.
- Channels siloed, no shared taxonomy.
- Free text categorised by hand the next morning.
- SLA in spreadsheets — breach noticed at month-end.
- Cause never reconciled with score.
- Six channels on one engine, one taxonomy.
- AI categorises text + photo + audio + video in 100+ languages.
- Routed to the right team — airport, handler, security, F&B, accessibility.
- SLA monitored live; auto-escalates before breach.
Six ways to complain.
One engine behind every channel.
Different moments, different channels. One engine, one taxonomy, one audit trail.
The intelligent process.
Capture to close.
Passenger files.
AI reads.
Team assigned.
Loop closed.
SLA, monitored.
Breach predicted, not reported.
Timers start at complaint creation, not at notice. Per-category, per-severity, per-airport. Auto-escalation engages before the window closes — not after.
★ marks supervisor-review-required cases (SEV-4 sensitive categories). Auto-escalation engages at 50%, 80%, and breach of the SLA window. Per-category SLA windows shipped with the deployment template; tunable per airport.
Three roles.
One record, three views.
Terminal duty manager.
Live complaint queue across every team, hot-spot detection, SLA breach forecasts. Allocates, escalates, reassigns.
Airport CEO.
Volume + sentiment trend by category, terminal, language. Per-handler performance. The cause behind the CSAT.
DGCA inspector.
Quarterly grievance roll-up in regulator format. Audit log on demand — every complaint, classification, override.
Built to the standards
that govern the audit.
Common questions.
How is this different from a generic complaint platform?
Three differences: aviation-specific taxonomy (DGCA / ACI ASQ / ICAO 9184 out of the box); multi-organisation routing (airport / handler / concessionaire / security as first-class actors); multimodal AI over text + photo + audio + video together in 100+ languages.
What about complaints that go to security or the police?
SEV-4 sensitive categories queue for supervisor review before any team is notified. Supervisor confirms routing to CISF / airport ops / accessibility liaison, or overrides. AI never auto-routes a security complaint.
How does it pair with AeroFeedback?
AeroFeedback handles structured surveys; AeroResolve handles unstructured complaints. Survey responses that surface a real complaint route here automatically. See AeroFeedback →
Where is the data hosted?
In your chosen region. For AAI and Indian-government customers, data stays inside Indian cloud regions (DPDP-aligned). Per-airport tenancy, customer-managed keys on Enterprise. Trust Center →
Start with one terminal, scale to the network.
Templates production-tested. Scoped in days, configured in a week, live in 2–4 weeks.
Close the loop before
the passenger boards.
A 30-minute walkthrough on your complaint categories, teams, and SLAs.