Kordeus.PAX

Kordeus PAX is a product, which allows end-to-end processing of travel assistance service requests across all process participants.

Interacting parties

Interacting parties of Kordeus.PAX

Facilitating this process means constant interaction with parties involved. These are:

Passengers (PAX)

During the entire process, passengers can use the PAX Portal to:

• file the travel assistance service requests
• see the combined status of the all the service requests, segment by segment
• provide missing information

Travel agents

They are creating and maitaining travel assistance service requests on behalf of passengers through the PAX portal

Operation centers (OC / MOC)

Operation centers can use the Special Assistance Request Management Suite (SARA) service bundle to:

• communicate with the PAX to retrieve further information for decisionmaking and notify them on decisions
• receive, process and decide, which services can and will be delivered.
• provide tasks to delivery partners in order to fulfill the desired travel assistance services.

Delivery partners

Once services are granted/confirmed, they are typically not delivered by the operation center (OC) themselves, but by delivery partners. OCs push information and tasks to them within the core process. The delivery partners use a PAX Service Delivery Partner Portal to:

• receive and confirm tasks
• confirm service delivery
• communicate with operation centers

Carrier digitals

They defined base information, like flight plans and offer integration with their backend systems

Process and communication flow

Please read this article on the process flow of travel assistance service requests. According to the process, the digitals have to interact according to this travel assistance service interaction map.

Service bundles

Kordeus.PAX consists of three service bundles, each delivering the required tools for the interacting parties:

• PAX Portal - for passengers and their agents
  • allowing patients to request services and communicate with the operations centers responsible at the travel carrier
  • allowing patient proxies (e.g. travel agencies) to file requests on behalf of the patients
• Special Assistance Request Management Suite (SARA) - for operation centers and their staff
  • allowing to digitally interact with the service requesting parties
  • high automation potential through operation center service decision workflow engine
  • allowing digital interaction with service partners
• PAX Service Delivery Partner Portal - for service delivery partner digitals
  • interact with operation centers of the carriers
  • allowing to see and confirm pending tasks
• PAX Base Administration - for carrier's core digital to define service and service delivery processes

See also

• Internal meeting notes with team (LH-Project)