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Disruption and Recovery Management - Customer-oriented journey disruption management and recovery me

Challenge/Domain
Challenge: 
Meeting Societal and Market Needs
Domain category: 
Concepts
Enabler
Enabler: 
Disruption and Recovery Management - Customer-oriented journey disruption management and recovery mechanisms
Cluster of enablers: 
Travel Process Management
Capability
Capability: 
Disruption handling and processing
Sub capability: 
n/a
R&I needs: 
Develop & implement tool for the user to accept proposed alternative route / journey and change its trip accordingly in an automated and fully integrated manner potentially including automated re-accommodation processing, automated cancellation, rebooking, ticketing and refund processing as well as automated update of non-bookable / informational portions of the trip
Achievements
2020: 
Capabilitydeveloped for the end-user to accept proposed alternative route / journey and change its trip accordingly in an automated and fully integrated manner. Basic functionality could include: > Automated re-accommodation processing (for air segments) > Automated cancellation, rebooking, ticketing and refund processing > Automated update of non-bookable / informational portions of the trip (e.g. public transit)
2035: 
Capability expanded in two directions: - new transport services added - new services (baggage claim, …) added based on satisfaction surveys
2050: 
Capability expanded in two directions: - new transport services added - new services (baggage claim, …) added based on satisfaction surveys
Key Performance Indicator: 
Availability and use of tool for the end-user to accept proposed alternative route / journey and change its trip accordingly in an automated and fully integrated manner

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