Accelya has launched FLX Recover, an agentic AI product designed to handle passenger reaccommodation when flights are delayed, cancelled or rescheduled.
The airline software company, owned by Vista Equity Partners, is showcasing the product at World Aviation Festival in Lisbon this week.
FLX Recover uses AI agents to assess the impact of a disruption, weigh recovery options for affected passengers and then carry out the follow-on actions, from rebooking and passenger care to communications and the financial workflows that follow.
Accelya says the agents can work through affected passengers in parallel, taking into account onward connections, loyalty status, families and groups travelling together, special assistance needs, seats, baggage, ancillary purchases and compensation obligations, alongside the cost and commercial priorities of each option.
Airlines set the rules. Depending on the policies a carrier defines, the system either recommends an action for human approval or executes it automatically. Accelya says all agent actions are logged and can be reviewed.
The company is pitching the product as PSS-agnostic. It can run within Accelya’s own FLX ONE retailing platform or connect to an airline’s existing passenger service system, order management, CRM and operational systems through open interfaces. That makes it potentially relevant to carriers, including many low-cost and regional airlines, whose core reservations systems come from other vendors.
Sam Gilliland, chief executive of Accelya, said: “The challenge isn’t simply finding a recovery option; it’s making the right decision quickly and consistently across thousands of passenger circumstances, then carrying it through.”
He added: “The airline remains in control, defining the policies, where actions can be automated and where human approval is required.”
The product sits on Accelya’s FLX AIViator AI layer and is built on Amazon Web Services using Amazon Bedrock AgentCore. It was engineered with RapidScale, an AWS partner, and developed through Vista’s Agentic Factory programme.
Accelya cites figures from Cirium showing almost 60,000 flight cancellations worldwide in August 2026, while Eurocontrol recorded more than four million minutes of air traffic flow management delay across Europe in the same month.
The company said FLX Recover is available now. It has not named any airline customers.
