The challenge

VoyageAir’s operations team lived in three chat channels and a legacy crew tool. When weather disrupted a bank of flights, VIP passengers and crew swaps competed for attention with no shared source of truth.

They needed a Service Cloud cockpit that treated disruption as a product—not a fire drill.

What we built

We modeled disruption events, aircraft, crew qualifications, and passenger priority tiers in Salesforce, then wired Omni-Channel routing so the right desk owned each recovery path.

Results in the field

Average time-to-reaccommodate fell 62%. Concierge agents now see loyalty status, onward connections, and hotel partners in one screen—so apologies come with options, not silence.

The ops leadership board finally reviews yesterday’s disruptions with the same data the frontline used in the moment.