AI Travel Disruption & Rebooking Coordinator

Santriya Technologies; Chennai; On-site; INR 400,000 - 700,000; Full time

Job summary

Santriya Technologies is seeking an AI Travel Disruption & Rebooking Coordinator to manage travel disruptions using AI-generated alternatives and automated workflow support, with human validation of availability, cost, policy and customer impact.

In this role you will monitor disruption queues, assemble alternative itineraries, validate options and communicate decisions to customers, escalating critical cases as needed while maintaining accurate case records.

Job description

Job Summary

Santriya Technologies is seeking an AI Travel Disruption & Rebooking Coordinator to manage travel disruptions and rebooking cases using AI-generated alternatives and automated workflow support, with human validation of availability, cost, policy and customer impact.

Product & Documentation Operating Model

Product & documentation operating model: You will be assigned one or more company products, client solutions or operational services. The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth. Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work. Validate material AI outputs against current documentation and authoritative system data, record exceptions, and **escalate** conflicts or missing guidance. Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.

Key Responsibilities

• Monitor disruption queues and prioritize by departure time, customer impact and available options.
• Use AI to assemble alternative itineraries, accommodations or actions from live approved inventory.
• Validate all options, prices, restrictions and downstream connections before presentation or booking.
• Communicate choices clearly and obtain required customer authorization.
• Coordinate suppliers/partners and document waivers, refunds or exceptions.
• Escalate stranded, vulnerable, medical, visa/documentation or safety-critical cases.
• Maintain accurate case chronology and cost records.
• Analyze disruption causes and rebooking outcomes for process improvement.

AI-enabled Ways of Working

• Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.
• Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.
• Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.
• Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.

Human Accountability

AI is a copilot, not the accountable decision-maker. The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation. Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.

Success Measures

• Rebooking time and customer communication improve
• Incorrect rebookings reduce
• High-impact cases are prioritized correctly
• Recovery cost and exception use are transparent