Accelya demonstrated new agentic AI irregular operations (IROPS) airline recovery technology designed to orchestrate responses when disruption occurs.
FLX Recover was built in partnership with Amazon Web Services (AWS) and specialist IT engineers RapidScaler, an AWS Premier Services Partner and holder of the AWS Agentic AI Consulting Services Competency.
Accelya was demonstrating the new solution to airlines last week during World Aviation Festival in Lisbon and says it could be in operation as early as the first half of 2027.
FLX Recover was developed to help airlines recover passengers faster, more intelligently and at scale during disruption.
Powered by FLX AIViator, Accelya's AI intelligence layer, it uses specialised AI agents to assess disruptions, evaluate multiple recovery options, recommend actions and coordinate passenger recovery from the first disruption signal through to resolution.
The technology is capable of working across airlines’ existing technology environment without requiring airlines to replace the systems they already use or adopt another closed technology layer.
Sam Gilliland, chief executive officer at Accelya, said: “Disruption is a critical moment in an airline’s relationship with its customers.
“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.
"FLX Recover uses agentic AI to move beyond recommendations and coordinate recovery across passenger servicing, orders, communications and financial workflows, while working with the airline’s existing technology.
"The airline remains in control, defining the policies, where actions can be automated and where human approval is required. That lets operational teams focus their judgement where it matters most.”
FLX Recover is built on AWS using Amazon Bedrock AgentCore and builds on Accelya's work with AWS and Vista Equity Partners’ Agentic Factory to bring production-grade agentic AI into airline operations.
When a flight is delayed, cancelled or rescheduled, airlines face a complex chain of decisions across operations, commercial teams and customer service.
Behind every disruption are passengers whose journeys need to be recovered, often in real time and across multiple teams and systems that were not designed to work together.
FLX Recover’s AI agents can assess the impact of a disruption, determine passenger priorities, evaluate multiple recovery options and coordinate the actions that follow, from re-accommodation and passenger care to communications and downstream financial workflows.
If a hub departure is cancelled FLX Recover can work through affected passengers in parallel, considering available flights, onward connections, interline alternatives, cost, care and assistance options, loyalty value and the airline's own commercial priorities.
Depending on policies set by the airline, FLX Recover can recommend an action for human approval or execute it automatically, with the airline defining the boundaries within which the agents operate.
This enables airlines to evaluate more recovery options, reach decisions faster and apply their policies more consistently across complex disruption scenarios.
Duane Barnes, chief executive of RapidScale, said: "Agentic AI creates value when it delivers measurable business outcomes inside real-world operations.
“By combining Accelya's airline expertise with RapidScale's innovative capabilities and AWS technology, FLX Recover materialises a complex vision into a secure, production-ready solution.
"The result is faster disruption recovery, less manual effort and more consistent passenger experiences, while giving airlines the governance and control they need to operate at scale."
