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When the operation breaks, recovery is still pieced together by phone and spreadsheet. Agents can assemble ranked options and rebook passengers within policy — but the duty manager must stay the one who decides.
Tickets, coupons, EMDs, settlements and interline billing are still reconciled across many systems. Matching, integrity checks and commentary are where agents pay back first — with controllers approving every entry.
Airlines can't let an opaque model decide a maintenance finding, a crew assignment or a passenger's refund. The answer is not to avoid AI but to give every agent an autonomy level, an owner and an audit trail.