Missed connection and reaccommodation
How do we reaccommodate a traveler who missed a connection, with the options offered within policy, hotel and meal vouchers issued by rule, and the record updated?
Decide the reaccommodation from the cause and the rules, at the moment the connection is missed. Callvu classifies the missed connection (the cause: the inbound carrier's delay, a separate ticket, weather, the traveler; the ticket: a through ticket on one carrier, an interline, separate tickets; the jurisdiction: an EU departure under EU261, a US flight under the contract of carriage), builds the reaccommodation options the rules and the policy allow (the next available flight, an alternative routing, a different carrier where the contract provides, a refund of the unused portion), issues the hotel, meal and transport vouchers the rules require by rule for a controllable or an EU261 case, routes a separate-ticket case or an out-of-policy option to the agent in the Decision Desk, and writes the rebooking, the vouchers and the compensation eligibility to the booking system.
In scopeComplex: multi-party handoffsCallvu moves: classify, decide, write back
Last updated November 7, 2026.
The problem today
The traveler stood at the transfer desk for two hours to be told the next seat was in two days and the hotel was their own problem.
A missed connection is a race against the next departure's seats, and the traveler's entitlements depend on facts nobody at the desk has time to establish: whose fault the delay was, whether the tickets were one or two, whether the flight left from the EU. The traveler gets what the desk agent remembers, and the agency hears about it as a complaint and a compensation claim.
The rules are specific: EU261 requires care (meals, hotel, transport) during the delay and a choice of rerouting or refund, regardless of the cause, with compensation depending on the cause and the distance; the carrier's contract of carriage sets reaccommodation for a missed connection on a through ticket and the amenities for controllable delays; separate tickets carry no obligation from the second carrier. The travel policy sets what the agency may book. The classification decides the options; the options should be in the traveler's hand in minutes.
The traveler who gets the rebooking and the hotel voucher on their phone before they reach the desk is the one who does not file the complaint.
How it runs
From the requestto the system of record.
A connection is missed or will be missed (the inbound's delay against the minimum connection time, a traveler's report). Callvu classifies it and opens the reaccommodation.
- Traveler
- Chooses the reaccommodation on their phone and receives the vouchers and the new itinerary.
- Carrier
- Provides the reaccommodation and the care under its contract or EU261.
- Agent
- Decides separate-ticket cases and out-of-policy options in the Decision Desk.
- Callvu
- Classifies the cause, the ticket and the jurisdiction, builds the options, issues vouchers by rule, routes and writes back.
Classify the case
The cause of the missed connection (the inbound carrier's delay or cancellation, air traffic control or weather, a security or immigration delay, the traveler's late arrival), the ticketing (a through ticket, an interline agreement, separate tickets), the jurisdiction (a departure from an EU airport or on an EU carrier under EU261, a US itinerary under the contract of carriage) and the traveler's policy classify the entitlements: the reaccommodation obligation, the care (meals, hotel, transport), the compensation eligibility.
Build and offer the options
The next available flights on the same carrier, the alternatives the contract or EU261 allow (another routing, another carrier, a later date, a refund of the unused portion), each with the arrival time and the effect on the dependent bookings, are built within the travel policy and offered to the traveler on their phone; the care vouchers the rules require (a meal for a delay over the threshold, a hotel and transport for an overnight) are issued by rule for a controllable or an EU261 case.
Decide
An option inside the rules and the policy is executed on the traveler's choice; a separate-ticket case (where the second carrier owes nothing and the agency's or the traveler's own choice applies), an option outside the policy, a traveler with special needs or a group goes to the agent in the Decision Desk with the classification and only the allowed outcomes (rebook within policy, book on the agency's account with approval, refund, or escalate to the carrier's duty manager).
Write back
The rebooking, the vouchers issued and their values, the compensation eligibility with the data the claim needs (the flight numbers, the delay at arrival, the cause), and the dependent booking changes through the disruption process are written to the booking system, and the EU261 claim process is started where eligibility is met.
Where it ends: The traveler was reaccommodated from the rules in minutes with the care the rules require, the options were within policy or decided by a person, and the booking system holds the rebooking, the vouchers and the compensation eligibility. The Decision Trace shows the classification and the options; the Audit Trace shows the offer, the choice, the vouchers and the writes with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The traveler's phone, from the delay detection or their report, before they reach the transfer desk.
The back office
The agent decides only separate-ticket and out-of-policy cases; the vouchers and the rebooking run by rule.
The Decision Desk
- A separate-ticket case, an out-of-policy option, a traveler with special needs or a group goes to the agent in the Decision Desk with the classification and only rebook within policy, book with approval, refund, or escalate to the carrier.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
What is the traveler entitled to?
It depends on the cause, the ticket and the jurisdiction: under EU261, care and a choice of rerouting or refund regardless of cause, plus compensation unless extraordinary circumstances; under a US contract of carriage, reaccommodation on a through ticket and amenities for controllable delays; nothing from the second carrier on separate tickets.
Who issues the hotel voucher?
The process, by rule, where the rules require care for an overnight, so the traveler has it on their phone without asking at the desk.
What happens with separate tickets?
The case goes to the agent with the classification, since the second carrier owes nothing; the agent rebooks within policy, books with approval or refunds.
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