Digital transformation of air passenger compensation
How we digitalised and automated the air passenger compensation process for FlyCash, making it possible to handle a growing volume of compensation claims efficiently.
Context
Following a significant funding round, FlyCash, a start-up specialising in compensation for passengers hit by flight delays, is seeing exponential growth in its business. That growth calls for a deep transformation of the way it handles compensation claims.
Issues identified
A growing volume: A rapid rise in the number of claims to process
Manual processes: Repetitive tasks that consume the teams’ time
Customer experience: A need for transparency on the progress of claims
Document management: Document processing needed automating
What was at stake in the transformation
The project was built around three major areas:
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Intelligent automation — a lever of the monthly partnership
- Automatic document recognition
- Intelligent data extraction
- Automated processing of the claims
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An optimal user experience
- A responsive PWA interface
- Real-time tracking of claims
- Accessible from any device
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System integration
- A connection to the existing tools
- APIs for automation
- Data synchronisation
Our approach
Our work was structured around several centres of expertise:
1. Technical architecture
A modern infrastructure
- A high-performing PWA solution
- Docker containerisation
- An API-first architecture
The technology stack
- WordPress for the SEO front-end
- Symfony for the business back-end
- Documented RESTful APIs
2. Business processes
Digitalising the workflows
- Automating the repetitive tasks
- Intelligent validation of documents
- Automated business rules
Document management
- Advanced OCR
- Automatic classification
- Digital archiving
3. Agile methodology
- Short, iterative sprints
- Co-designing with the users
- Regular user testing
Results
1. Operational performance
- Automation of the key processes
- Shorter processing times
- Better quality of the claim files
2. A modern infrastructure
- A high-performing PWA platform
- Automated continuous deployment
- Robust automated tests
3. User experience
- An intuitive, responsive interface
- Real-time tracking of claims
- Improved customer satisfaction
Business impact
The digital transformation achieved the following:
- A threefold increase in processing capacity
- A significant reduction in processing errors
- Better customer satisfaction
- Faster time-to-market for new features
“In a few sprints we had an MVP, when the client had been expecting to spend several months writing specifications that he had already had to change as the strategy shifted.”
This transformation shows how intelligent automation and an agile approach can revolutionise a traditional legal process, creating an innovative, scalable LegalTech solution.
