DESC:TITLE OF THE INVENTION
Method and system for handling customer claims

Field of the Invention
The present invention relates to a disruption management system. The invention relates to management of customer claims using data processing systems or methods.

Background of the Invention
Throughout the entire history of aviation, the industry has faced irregular operations of flights due to various uncontrollable and unavoidable reasons such as bad weather conditions, global incidents, medical emergencies etc. The industry has not had much success in solving this problem. There are a variety of reasons for this, but the common theme is the underlying complexity of all the component parts. For example, the passengers on a flight to or from a major city can be travelling on many distinct itineraries. While much time is spent in planning the efficient allocation of limited resources of aircraft and crews to produce a profitable schedule, there are few tools available to put the schedule back together again, once it is disrupted.

A chain of disruptions and global incidents coupled with rising awareness about governing laws have resulted in an exponential increase in the number of compensation claims being made to airlines by the passengers. The estimated cost of disruption to airlines, due to such customer claims is 6-8% of the airline revenue. Customers file their claims to the airlines and then follow up using various channels such as phone, social media as well as email. This leads to repeat service across these channels for the same claim and the cost of servicing these claims go up. A higher number of resources are required to keep the response times realistic. Due to the high volume of claims and subsequent follow up’s, each claim requires long processing time further leading to a delayed response to the customer.

This invention addresses these deficiencies and inadequacies for the aviation industry..

Object of the Invention
The object of the present invention is to minimize the resource intensiveness due to the increase in claim volumes. The invention frees up time for the resources managing the claims, by assisting in the decision-making process and providing preprocessed data to end users.

It is another object of the present invention to determine if the passenger (PAX) is eligible for compensation based on the classification as well as the type of disruption.

It is yet another object of the present invention to auto populate the appropriate email response templates to be sent to PAX as responses for the claims related communication.

It is another object of the present invention to calculate the amount of compensation to be awarded according to the governing regulations, in case of controllable factors.

Summary of the Invention
The present invention has been developed to automate decision making with high precision in accordance with governing regulations. The present invention is a tool that analyses, processes and sends out communication to PAX regarding their compensation claims. The present invention is designed to free up claims processor bandwidth by avoidance of wrong claims and only process the genuine claims. The present invention further increases the availability of claims processor, by generating ready-to-send email templates with auto-populated claim details and outcome. to The invention supports all serviced languages, automates the calculation of geographical distances & the corresponding amounts owed. The proposed solution reduces the claim processing time by almost 40%, resulting in faster clearing of the backlog.

An embodiment of the present invention relates to a method of processing a plurality of passenger claims. The said method comprises of a data file generated which contains a) PNR details of a plurality of passengers, b) a plurality of flight disruption types, and c) a plurality of flight disruption reasons. This data file is parsed to extract a disruption type and a reason for disruption for each of the plurality of passenger claims. Based on the extracted disruption type and reason, selecting a predetermined email template from a plurality of predetermined email templates for each of the plurality of passenger claims. The extraction of source and destination location for each of the passenger claims based on respective PNR details.. Calculating distance between the source and the destination location for each of the passenger claims. Determining the claim amount for each passenger claim based on the respective distance between the source location and destination location, respective disruption type and reason of disruption. Forwarding respective email templates to the plurality of passengers with the claim amount indicated therein.

Another embodiment of the present invention relates to a method, wherein generating the data file comprises: mapping a plurality of passenger claim requests against a Flight Disruption Report (FDR), wherein the plurality of passenger claim requests includes the PNR details of the plurality of passengers and the FDR includes the plurality of flight disruption types and the plurality of flight disruption reasons.

Yet another embodiment of the present invention relates to a method and an apparatus, wherein the Flight Disruption Report (FDR) is generated by Operations Control Centre (OCC) located at the airport.

Further another embodiment of the present invention relates to a method and an apparatus, wherein the plurality of flight disruption type is either controllable factors or uncontrollable factors.

Yet another embodiment of the present invention relates to a method and an apparatus, wherein the plurality of reasons for disruption include flight cancellation or delays greater than 3 hours due to extra , non extra , unconfirmed or unknown reasons such as weather, ATC strike, crew strike, bird strike, industrial action, ATC restrictions etc.

An embodiment of the present invention relates to method and an apparatus for processing a plurality of passenger claims, said apparatus comprising a file generation unit for generating a data file including a) PNR details of a plurality of passengers, b) a plurality of flight disruption types, and c) a plurality of flight disruption reasons; a parsing unit for parsing said data file to extract a disruption type and a reason for disruption for each of the plurality of passenger claims; a selection unit, based on an extracted disruption type and reason for disruption, for selecting an email template from a plurality of predetermined email templates for each of the plurality of passenger claims; a data extraction unit for extracting source location and destination location for each of the passenger claims based on respective PNR details; a distance calculation unit for calculating distance between the source location and destination location for each of the passenger claims; a claim determination unit for determining claim amount for each of the passenger claim based on the respective distance between the source location and destination location, respective disruption type and respective reason of disruption; and an email forwarding unit for forwarding respective email templates to the plurality of passengers with the claim amount indicated therein.

Another embodiment of the present invention relates to an apparatus, wherein file generation unit comprises a mapping unit for mapping a plurality of passenger claim requests against a Flight Disruption Report (FDR) for generating the data file, wherein the plurality of passenger claim requests include the PNR details of the plurality of passengers and the FDR included the plurality of flight disruption types and the plurality of flight disruption reasons.

Brief description of the drawings
The foregoing summary as well as the following detailed description of preferred embodiments is better understood when read in conjunction with the appended drawings. For the purpose of illustrating the invention, there is shown in the drawings exemplary constructions of the invention; however, the invention is not limited to the specific methods and systems disclosed in the drawings:

Figure 1, is representing the process flow according to the present invention.
Figure 2, is representing a system according to the present invention.
Figure 3, is representing a flow chart of method of the present invention.
Figure 4, is representing an apparatus according to another embodiment of the present invention.
Figure 5, is representing an apparatus according to another embodiment of the present invention.

Detailed Description of the Invention
The present invention will be described herein below with reference to the accompanying drawings. In the following description well, known functions or constructions are not described in detail since they would obscure the description with unnecessary details.

With an exponential increase in the number of customer claims being made and with an aim to process these claims faster and on priority, the Applicant has created a process wherein PAX needs to enter all the necessary details mandated for. Once the details are entered, a unique claim ID is generated automatically for the customer’s reference.

The customer claims are downloaded into an Secure FTP, on a daily basis and mapped against the FDR (Flight Disruption Report) that is generated by Operations Control Centre (OCC). The outcome of this mapping yields a PNR data file which includes the type of disruption, impact of disruption, duration of delay or if the flight has been cancelled. This PNR data file is then uploaded on the tool which processes each PNR file and based on the type of disruption, language, impact and reason, identifies the email template to be used the email response to the passenger. The reasons for disruption could be uncontrollable factors, controllable factors or unknown/ unconfirmed factors.
If the reason for disruption is an uncontrollable factor, the PAX will not be eligible for compensation. Thus, an email declining the claim on grounds of it being extraordinary will be generated and sent.

In case the disruption reason is not updated in the FDR, i.e. whether controllable or uncontrollable factor, a holding email is sent to the PAX confirming receipt of the claim and that the reason for disruption is under investigation.

In case, the reason for disruption is a controllable factor, the PAX will be eligible for the compensation. In such scenario, the tool will identify the impact of disruption, calculate the number of eligible PAX on the booking, calculate the geographical distance between airports, check if the disruption is within or outside a region, as the compensation amount will differ in each claim and calculates the compensation amount to be awarded as per the governing regulations.

Referring to Figures 1 and 2 of the present invention, the administration uploads a PNR data file on the tool. The tool then validates the customer claim and in case of invalid claim it displays an error message. In case of a valid customer claim, the tool uploads each PNR individually using PNR loader. Once the PNR file is uploaded, PNR data parser ascertains that whether PAX is eligible for compensation based on the classification and type of disruption. Then, Compensation Calculator calculates the amount of compensation for which the PAX is eligible based on governing regulations, geographical distance between the departure and arrival airport, the flight is domestic or international and the impact of disruption. Flight Distance Calculator calculates the geographical distance. The E-mail Content Generator then auto populates the appropriate templates with all necessary information to be sent to PAX in case of uncontrollable, controllable or unconfirmed claims.

Now referring to figure 2 of the present invention, describes a system comprising a PNR LOADER (201), PNR DATA PARSER (202), FLIGHT DISTANCE CALCULATOR (203), COMPNESATION CALCULATOR (204), and e-mail CONTENT GENERATOR (205) interlinked with each other.

The PNR data loader (201) loads plurality of PNR details for each of the plurality of passenger claims received by the tool (200). The PNR data parser (202) parses the uploaded PNR file and PNR data parser (202) determines whether passenger is eligible for compensation based on type and reason of disruption. The flight distance calculator (203) identifies source and destination location and calculates the geo distance between source and destination location. The Compensation calculator (204) works based on governing regulations, based on geo distance of the source and destination airport/location, if the flight is domestic or international and the impact of disruption. The compensation calculator (204) calculates the amount of compensation to be granted to the eligible passengers. Further, an email template is selected from plurality of predetermined email templates for each of the plurality of passenger claims. The E-mail Content Generator (205) auto populates the appropriate selected email template with all necessary information to be sent to passenger in case of uncontrollable, controllable or unconfirmed claims. The email content generator also indicates the compensation amount to be granted to the eligible passenger and includes that in the response to the passenger for his claim request.

Referring to figure 3 of the present invention, in step 301 the operation control center (OCC) notifies about flight disruption to the administration operations and generates a flight disruption report (FDR). In step 302 & 303, the operation control center (OCC) receives list of plurality of affected passenger and the plurality of affected passenger are notified about the disruption. In Step 304, the operation control center (OCC) receives a plurality of claim request from the plurality of affected passengers. In step 305, the plurality of passenger claim requests are mapped against the FDR to generate a data file. The plurality of passenger claim requests include the PNR details of the plurality of passengers and the FDR included plurality of flight disruption types and the plurality of flight disruption reasons. In step 306, the data file is extracted to identify disruption type and reason for disruption for each of the plurality of passenger claims request received. In step 307, source and destination location, for each of the plurality of passenger claims, is identified based on PNR details of each of the plurality of passenger. In step 308, based on identified source and destination location, distance between the source and destination is calculated for each of the plurality of passenger claims. In step 309, claim amount to be granted for each of the plurality of passenger claims is determined, based on the respective distance between the source location and destination location, respective disruption type and respective reason of disruption. In step 310, the system selects a predetermined email template from a plurality of predetermined email templates for each of the plurality of passenger claims and forwards the respective email templates to the plurality of passengers with the claim amount to be granted indicated therein.

Figure 4 of the present invention describes an apparatus (400) according to one of the embodiments. The apparatus (400) comprising a memory (401), one or more processor (402) and a transceiver (403). The processor (402) is operably connected to the memory (401) and the transceiver (403). The processor (402) generates a data file by mapping a plurality of passenger claim requests against a Flight Disruption Report (FDR). The plurality of passenger claim requests includes the PNR details of the plurality of passengers. The FDR included the plurality of flight disruption types and the plurality of flight disruption reasons. The data file includes PNR details of a plurality of passengers, a plurality of flight disruption types, and a plurality of flight disruption reasons.

The processor (402) parses the data file to identify disruption type and reason for disruption for each of the plurality of passenger claims. Further, based on an extracted disruption type and reason for disruption, the processor (402) selects an email template from a plurality of predetermined email templates for each of the plurality of passenger claims. The processor (402) identifies source location and destination location for each of the passenger claims based on respective PNR details and calculates distance between the source location and destination location for each of the passenger claims.

Further, the processor (402) determines claim amount to be granted for each of the passenger claim based on the respective distance between the source location and destination location, respective disruption type and respective reason of disruption. The transceiver (403) sends the respective email response to the plurality of passengers indicating the claim amount to be granted.

Figure 5 of the present invention describes an apparatus (500) according to yet another embodiment of the present invention. The apparatus (500) comprises a file generation unit (501), a parsing unit (502), a selection unit (503), a data extraction unit (504), a distance calculation unit (505), a claim determination unit (506) and an email-forwarding unit (507), which are operably connected to each other.

The file generation unit (501) comprises a mapping unit (5071) that generates a data file. The mapping unit (5071) maps a plurality of passenger claim requests against a Flight Disruption Report (FDR) for generating the data file. The plurality of passenger claim requests includes the PNR details of the plurality of passengers. The FDR included the plurality of flight disruption types and the plurality of flight disruption reasons. The data file includes PNR details of a plurality of passengers, a plurality of flight disruption types, and a plurality of flight disruption reasons.

The parsing unit (502) parses said data file to extract disruption type and reason for disruption for each of the plurality of passenger claims. The selection unit (503) selects an email template from a plurality of predetermined email templates for each of the plurality of passenger claims, based on an extracted disruption type and reason for disruption. The data extraction unit (504) extracts source location and destination location for each of the passenger claims based on respective PNR details. The distance calculation unit (505) calculates distance between the source location and destination location for each of the passenger claims. The claim determination unit (506) determines claim amount to be granted for each of the passenger claim based on the respective distance between the source location and destination location, respective disruption type and respective reason of disruption. The email-forwarding unit forwards respective email templates to the plurality of passengers indicating the claim amount to be granted.

The present invention includes Optical character recognition feature that assess all the customer claims automatically rather than agents having to open each receipt and review manually. The present invention recognizes numerous languages through the Natural language Processor (NLP) feature and is pre-configured with at least 20 templates for each language.

The present invention segregates the customer claims based on the disruption type and impact.

The tool is designed for handling customer claims based on policies which are defined in a Rule engine which then processes these claims, minimizing human error. The tool auto-populates condition specific email templates that convey the eligibility and compensation details. The tool ensures the compensation awarded is in conformity with the regulations of the claimants region. The tool substantially reduces the processing time of customer claims. Further, the tool eliminates potential loss and cost of escalations/repeat service caused due to human error in calculating the customer claim amount to be awarded.

Various modifications to the above mentioned embodiments are possible, and the principles presented herein are also applicable to other embodiments. The method described herein may be implemented in hardware, software, and/ or firmware. The various tasks/ techniques of the present invention may be implemented by one or more Processor, Random Access Memory (RAM), or Graphic Card Units (GPU).

The present invention is described with reference to the figures and specific embodiments; this description is not meant to be construed in a limiting sense. Various alternate embodiments of the invention will become apparent to persons skilled in the art upon reference to the description of the invention. It is therefore contemplated that such alternative embodiments form part of the present invention.
,CLAIMS:We Claim:

1. A method of processing a plurality of passenger claims, said method comprising:
generating a data file including a) PNR details of a plurality of passengers, b) a plurality of flight disruption types, and c) a plurality of flight disruption reasons;
parsing said data file to extract a disruption type and a reason for disruption for each of the plurality of passenger claims;
based on an extracted disruption type and reason for disruption, selecting a predetermined email template from a plurality of predetermined email templates for each of the plurality of passenger claims;
extracting source location and destination location for each of the passenger claims based on respective PNR details;
calculating distance between the source location and the destination location for each of the passenger claims;
determining claim amount for each passenger claim based on the respective distance between the source location and destination location, respective disruption type and respective reason of disruption; and
forwarding respective email templates to the plurality of passengers with the claim amount indicated therein.

2. The method as claimed in claim 1, wherein generating the data file comprises:
mapping a plurality of passenger claim requests against a Flight Disruption Report (FDR), wherein the plurality of passenger claim requests include the PNR details of the plurality of passengers and the FDR included the plurality of flight disruption types and the plurality of flight disruption reasons.

3. The method as claimed in claim 2, wherein the Flight Disruption Report (FDR) is generated by Operations Control Centre (OCC) located at the airport.

4. The method as claimed in claim 1, wherein the plurality of flight disruption type are either controllable factors or uncontrollable factors.

5. The method as claimed in claim 1, wherein the plurality of reasons for disruption include flight cancellation due to extra , non extra , unconfirmed or un known reasons such as weather , ATC strike , crew strike , bird strike , industrial action, ATC restrictions etc.

6. An apparatus for processing a plurality of passenger claims, said apparatus comprising:
a memory;
one or more processors coupled to the memory and configured for:
generating a data file including a) PNR details of a plurality of passengers, b) a plurality of flight disruption types, and c) a plurality of flight disruption reasons;
parsing said data file to extract a disruption type and a reason for disruption for each of the plurality of passenger claims;
based on an extracted disruption type and reason for disruption, selecting an email template from a plurality of predetermined email templates for each of the plurality of passenger claims;
extracting source location and destination location for each of the passenger claims based on respective PNR details;
calculating distance between the source location and destination location for each of the passenger claims; and
determining claim amount for each of the passenger claim based on the respective distance between the source location and destination location, respective disruption type and respective reason of disruption;
and
a transceiver for sending respective email responses based on the plurality of passengers with the claim amount indicated therein.

7. The apparatus as claimed in claim 6, wherein the one or more processors is further configured to generate the data file by:
mapping a plurality of passenger claim requests against a Flight Disruption Report (FDR), wherein the plurality of passenger claim requests include the PNR details of the plurality of passengers and the FDR included the plurality of flight disruption types and the plurality of flight disruption reasons.

8. The apparatus as claimed in claim 7, wherein the Flight Disruption Report (FDR) is generated by Operations Control Centre (OCC) located at the airport.

9. The apparatus as claimed in claim 6, wherein the plurality of flight disruption type are either controllable factors or uncontrollable factors.

10. The apparatus as claimed in claim 6, wherein the plurality of reasons for disruption include flight cancellation due to extra , non extra , unconfirmed or un known reasons such as weather , ATC strike , crew strike , bird strike , industrial action, ATC restrictions etc.
11. An apparatus for processing a plurality of passenger claims, said apparatus comprising:
a file generation unit for generating a data file including a) PNR details of a plurality of passengers, b) a plurality of flight disruption types, and c) a plurality of flight disruption reasons;
a parsing unit for parsing said data file to extract a disruption type and a reason for disruption for each of the plurality of passenger claims;
a selection unit, based on an extracted disruption type and reason for disruption, for selecting an email template from a plurality of predetermined email templates for each of the plurality of passenger claims;
a data extraction unit for extracting source location and destination location for each of the passenger claims based on respective PNR details;
a distance calculation unit for calculating distance between the source location and destination location for each of the passenger claims;
a claim determination unit for determining claim amount for each of the passenger claim based on the respective distance between the source location and destination location, respective disruption type and respective reason of disruption; and
an email forwarding unit for forwarding respective email templates to the plurality of passengers with the claim amount indicated therein.

12. The apparatus as claimed in claim 11, wherein file generation unit comprises a mapping unit for mapping a plurality of passenger claim requests against a Flight Disruption Report (FDR) for generating the data file, wherein the plurality of passenger claim requests include the PNR details of the plurality of passengers and the FDR included the plurality of flight disruption types and the plurality of flight disruption reasons.

13. The apparatus as claimed in claim 12, wherein the Flight Disruption Report (FDR) is generated by Operations Control Centre (OCC) located at the airport.

14. The apparatus as claimed in claim 11, wherein the plurality of flight disruption type are either controllable factors or uncontrollable factors.

15. The apparatus as claimed in claim 11, wherein the plurality of reasons for disruption include flight cancellation or delays greater than 3 hours due to extra , non extra , unconfirmed or unknown reasons such as weather , ATC strike , crew strike , bird strike , industrial action, ATC restrictions etc.

Dated this of 19th day of April, 2017

SUGANDHA
IN/PA-2169
AGENT FOR THE APPLICANT