Support passengers during disruptions with SFS360
Passengers get real-time updates and self-service options, and ground staff get one platform to manage every case with extra round-the-clock support whenever they need backup.
Better experiences for passengers and staff
Happier passengers
Say goodbye to long queues by giving passengers the choice between self-service options or fast, in-person service.
Accommodate everyone
Avoid the last-minute scramble in peak season with access to 250,000+ hotels and extra operational support as needed.
Higher productivity
Enable support staff to handle passenger reaccomodation faster, with less stress, and in line with airline policies.
Transparent costs
Know exactly what each disruption costs so you can process invoices and claims faster, and find hidden inefficiencies.
Manage support during delays and cancellations
Instead of juggling multiple tools, SFS360 gives teams one platform to manage passenger support, from SMS alerts to claims processing.
Single source of truth
All teams work from the same details, so no passenger or disruption-related cost gets missed.
Global accommodation
Access to the HRS inventory of 250,000+ hotels, SFS’s network of local local providers, and your existing contracted partners.
Give passengers a self-service portal for bookings and claims
Let passengers choose between visiting the airport service desk or arranging their accommodation and compensation on their phone.
Mobile-optimized portal
An easy-to-use portal means passengers can get accommodation sorted in just 2 minutes.
Instant, on-brand alerts
Passengers receive instant SMS and email alerts about their flight, with clear details on their onward journey.
Access 24/7 operational support during disruptions
SFS Ops provides extra support to customer-facing teams during busy periods or staff shortages, so the level of service is never compromised.
Human support
A dedicated team is available around the clock to help handle edge cases, provide advice, and support passengers.
Local partners
Get access to rooms that are not listed online, through SFS’s network of local hotels and transport providers.
Stay in control of disruption-related costs and KPIs
Finance teams get an accurate view of actual costs for each disruption, with automated invoice matching and full audit trails for every transaction.
Settlement services
Handle currency deviations across invoices, and save time with the clearing house settlement service.
BI dashboards
Insights into KPIs such as cost per disrupted passenger, time-to-care, and partner costs.
SFS360 integrates into your existing tech stack
GDS & PSS
Integrations with the global distribution systems and passenger service systems, including Amadeus and Sabre, to ensure passenger details are always aligned.
Hotel and transport providers
Access 250,000+ hotels and transport providers through HRS, local partner networks, or your existing contracted hotel partners around the world.
Automated messaging
Connects with messaging tool 15below and your app to ensure communication is consistent, whether it relates to an e-ticket or a flight disruption.
APIs
Custom APIs can be built to connect SFS360 to other tools such as an ERP or CRM system.
Improving every step from disruption alert to final settlement
Flight delay or cancellation confirmed
Airline confirms the flight disruption, which may be due to staffing issues, adverse weather, technical failures, or other unforeseen events.
Passenger notified via email/SMS
All passengers instantly receive a message with information about their disrupted flight, with clear next steps to arrange their accommodation.
Accommodation booked
Accommodation is booked for every affected passenger, through either the self-service portal or by visiting the airport service desk.
Claims and invoices filed
After the disruption, passengers file compensation claims through the portal and hospitality partners invoice the airline via the platform.
Compensation and payment arranged
Finance teams process the valid claims and arrange payment to hospitality partners, based on actual costs not estimates.
Insights on inefficiencies
Disruption-related costs are automatically turned into BI dashboards for reporting and internal analysis to find efficiencies.
Why global commercial airlines choose SFS
While we take pride in our high degree of punctuality, we seek to minimize the effects on customers when our flights are disrupted. This solution means we can offer instant help and service to customers everywhere, also at destinations where we do not have any local presence.
The platform helps streamline passenger care processes, improves operational coordination and enables faster, more efficient assistance during irregular operations.
The solution improves the speed and sense of control for our customers, as they do not need to wait for hotel accommodation at the airport.
Certified to global data security standards
SFS360 is designed to ensure airline and passenger data is processed and stored securely in line with global standards and local regulations, including ISO-27001:2022, SOC2, and the GDPR, with data hosted in the EU.
Frequently asked questions
Find answers to common questions below or simply get in touch and we’ll get back to you.
Does SFS360 integrate with Amadeus or Sabre?
Yes. SFS360 connects to the global distribution and passenger service systems your teams already use, including Amadeus and Sabre, so passenger and flight details stay aligned automatically. It also connects to messaging tools such as 15below and your own app, and custom APIs can link SFS360 to systems like your ERP or CRM.
Who is SFS360 best suited for?
Commercial airlines that want a consistent way to care for passengers when flights are delayed or cancelled. Disruption operations, customer experience, digital & IT and finance teams all work from the same platform, so everyone sees the same passenger details and the same costs.
What capabilities does SFS360 provide?
Instant, on-brand alerts the moment a disruption is confirmed. A mobile self-service portal for accommodation and claims. Service desk tooling with a 360-view of every passenger. Access to a worldwide network of hotel and transport partners. 24/7 operational support from the SFS Ops team. And cost tracking, invoicing and BI dashboards for finance.
What is the onboarding process for SFS360?
Master service agreements (MSA) are built around the scale of your operation and the modules you need, from passenger communication and the self-service portal to 24/7 operational support and settlement services. Accommodation and transport are invoiced per disruption based on actual costs, not estimates, so you only pay for the care that was provided.
How do SFS360 plans work?
Plans are built around the scale of your operation and the modules you need, from passenger communication and the self-service portal to 24/7 operational support and settlement services. Accommodation and transport are invoiced per disruption based on actual costs, not estimates, so you only pay for the care that was provided.
Ready to improve your response to disruptions? Let’s talk.
See the SFS360 platform in action and how it can help you improve both passenger experience and operational efficiency in a 30-minute demo.
9:00:24 CET
