Customers ask short questions — can I change the date, what will it cost, is it refundable? The answers are buried in GDS fare rules written for filing systems, not people. Rezencia uses AI to re-present that text in a structured, readable layout.
01 · The problem
The problem
GDS fare rules arrive as long blocks of capitalised, abbreviated text, split into categories and full of cross-references and exceptions.
Agents have to find the right category, work through the exceptions and translate the result into plain language — while the customer waits. It's slow for experienced agents and slower for new ones, and a misread penalty is expensive to fix later.
02 · Why it's hard to fix
Why it's hard to fix
Length and density
One fare's rule can run across many screens, and an itinerary may combine several fares.
Inconsistent format
Airlines phrase the same condition differently, and exceptions sit inside free text.
Money is at stake
Change fees, refund amounts and no-show conditions have to be read correctly.
03 · What we built
What we built
AI reads the raw fare-rule text and presents it in a structured, readable form, with the conditions customers ask about most easy to find. The fare itself does not change — only how it is presented.
04 · How it works
How it works
- 1
Rule retrieved
The fare-rule text comes back from the GDS in its usual raw form.
- 2
AI restructures it
The text is organised into a clear, readable layout.
- 3
Agent reads the result
Conditions appear inside the platform the agent already uses.
05 · What changes for the team
What changes for the team
| Before | With Voraal |
|---|---|
| A wall of capitalised, abbreviated text | A structured, readable layout |
| Scanning category by category | Going straight to the condition that matters |
| Translating airline phrasing on the spot | Conditions already laid out clearly |
| New agents rely on seniors to interpret rules | New agents read rules on their own |
06 · What it does not do
What it does not do
- The airline's filed fare rule remains the authoritative source; the readable view is a reading aid.
- Any decision with a financial impact — refund, reissue, no-show — is confirmed against the filed rule and the airline before acting.
- It does not change fares, conditions or penalties.
See it on your own bookings.
