Airline refunds go digital as WINGIE unveils smart AI-driven processing platform
New system eliminates call centre dependency for refund requests
DUBAI – WINGIE, a leading travel marketplace in the MENA region, has introduced a next-generation AI-powered smart refund technology designed to simplify and accelerate airline refund processes.
The system allows users to initiate and manage refund requests entirely through digital channels, removing the need for call centre interactions. The development marks a shift towards more streamlined, user-controlled after-sales services in travel.
Airline refunds have historically been one of the most complex aspects of the travel experience, often requiring manual handling and involving lengthy waiting periods. WINGIE’s latest technology addresses these challenges by offering a fully digital, self-service process that enhances transparency and efficiency for users across markets.
Digital shift
The platform is powered by direct integration with airline systems, enabling it to automatically calculate refundable amounts. Users are presented with clear options, allowing them to review, approve or modify refund requests through a structured digital interface. Once submitted, the process continues automatically based on the user’s selection, reducing the need for further intervention.
At the core of the system is a centralised service infrastructure that consolidates requests from multiple channels into a single workflow. Supported by AI capabilities, this framework ensures consistency across different touchpoints while improving the overall handling of refund cases.
Efficiency gains
Following the rollout of the technology, WINGIE reported a fivefold increase in operational efficiency. The automation of previously manual processes has significantly reduced waiting times, while the availability of 24/7 access allows users to manage refund requests at their convenience.
The system’s design also enhances accuracy in refund calculations, minimising discrepancies and ensuring a smoother experience for travellers. By reducing dependency on traditional support channels, the platform supports a more scalable and responsive service model.
“Airline refunds have traditionally been one of the most challenging parts of the travel experience,” said Orkun Özkan, Chief Flights Officer at WINGIE. “With this technology, we are turning refunds into a fully digital, user-controlled process. By combining centralised service architecture with AI, we enable users to manage refunds more independently and efficiently.”
WINGIE operates under the Wingie Enuygun Group, offering a wide range of travel services including flights, hotels, car rentals and bus tickets. The platform is available in 19 languages, employs more than 400 people and attracts approximately 200 million visitors annually, reinforcing its position within the MENA travel market.