Fare rules come back from a GDS as long blocks of dense, abbreviated text. Innovate Solution uses AI to restructure that text into a clean, readable presentation, so an agent can find the condition a customer is asking about without reading the entire rule.
The problem
Every published fare carries a rule: when it must be bought, how long the traveller must stay, whether it can be changed or refunded and at what cost, what happens after a no-show. A GDS returns that rule as text — long, written in capitals and abbreviations, split into categories, full of cross-references and exceptions.
The questions a customer asks are short. Can I change the date? What will it cost? Is it refundable? The answers are in the rule, but somewhere inside paragraphs written for filing systems rather than for people.
So the agent reads. With a customer waiting, they scan for the right category, work through the exceptions, and translate the result into plain language. It is slow for an experienced agent, slower for a new one, and a misread penalty is an expensive mistake to explain later.
Why it is hard to fix
The text is long and dense
A single fare's rule can run to many screens, and an itinerary can combine more than one fare.
The format varies
Airlines phrase the same condition in different ways, and notes and exceptions are embedded in free text.
The stakes are financial
Change fees, refund amounts and no-show conditions are exactly the parts that have to be read correctly.
What we built
AI reads the raw fare-rule text and re-presents it in a clean, structured, readable form — "beautified". Instead of an unbroken block of capitals, the agent sees the rule organised and laid out so the conditions customers actually ask about are easy to find.
Nothing about the fare changes. The rule is the airline's; what changes is how long it takes a person to understand it.
How it works
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The rule is retrieved
The fare's rule text comes back from the GDS in its usual raw form.
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AI restructures it
The long text is organised into a clear, readable layout.
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The agent reads the result
The conditions are presented cleanly in the platform, where the agent is already working.
What changes for the team
| Before | With this in place |
|---|---|
| A wall of capitalised, abbreviated text | A structured, readable layout |
| Scanning category by category for the relevant condition | Going straight to the condition the customer asked about |
| Translating airline phrasing into plain language while the customer waits | Reading conditions that are already laid out clearly |
| New agents depend on a senior colleague to interpret rules | New agents can read the rule themselves |
What it does not do
- The airline's filed fare rule remains the authority. The readable view is a reading aid, not a replacement for the rule.
- Where a decision carries money — a refund, a reissue, a no-show — confirm it against the fare rule and the airline before acting.
- It does not change fares, conditions or penalties; it only changes how they are presented.
Questions
What does "beautifying" a fare rule mean?
Taking the long, raw fare-rule text a GDS returns and using AI to restructure it into a clean, readable layout, so the conditions are easy to find and understand.
Does the AI change the fare rule?
No. The rule is the airline's and stays exactly as filed. Only the presentation changes.
Can agents rely on the readable version alone?
It is a reading aid. For anything with a financial consequence, the airline's fare rule remains the authority and should be checked.
Related
About this page. This is a solution case study: it describes a problem and how the platform solves it. It contains no customer names and no performance figures. For measured results from a named customer, see the customer case studies.
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