Avocado55 was an exhibitor at the recent co-located APEX FTE EMEA and Ancillary & Retailing events. In this interview, Xavier Orr, Aviation Practice Lead, discusses how AirCS by Avocado55 fits into the company’s broader strategic direction, its technology-driven, customer-led innovation approach, and much more.
In the fast-paced world of aviation, flight disruptions can be costly both for airlines and passengers. Air Claim Solutions (AirCS) is the aviation industry’s first claims service powered by artificial intelligence (AI), designed to streamline the handling of flight delay and cancellation claims. By leveraging AI, AirCS aims to significantly reduce risk, cost, and processing time, providing airlines with a faster, more efficient way to manage claims on a global scale. Avocado55 – a prominent business advisory specialising in customer experience; Lokulus – experts in AI workflow automation; and Clyde & Co – a leading global law firm, have collaborated to deliver this innovative service.
“We are always looking to expand our capabilities to cover a wider breadth of jurisdictions airlines are asking for, while constantly using the latest innovative technology to improve the passenger experience,” Orr explains. “Our AirCS roadmap aims to in the future cover more claims airlines have to handle from baggage and personal injury claims, right through to complex complaints.”
Avocado55 specialises in improving the customer experience of the biggest brands across a wider range of industries. “That means we are always focused on the latest customer trends and evolving expectations,” Orr shares. “Technology continues to underpin the delivery of the best experiences. We work hard to know what the latest innovations can unlock but more importantly what is required to generate the improvements our clients want and need.”
The depth of experience Avocado55 has in aviation means it is familiar with the unique challenges that airlines have to deal with day to day. “We understand the scale and demands of the operation as we have years of experience working for airlines,” says Orr. “Our breadth across a wide range of industries allows us to bring the best practices and innovations that we see in the most successful companies that are leading their own markets.”
Avocado55 expertly balances the dual goals of improving operational efficiency for airlines and enhancing the passenger experience. “Having regard to the solution we are trying to solve we always find that operational efficiency and improved customer experience go hand in hand rather than being in competition,” Orr explains. “Being able to build a strong operational foundation that delivers the basics day in day out has to be in place before focusing heavily on the future innovations, thereby enhancing the passenger experience.”
Indeed, Orr adds that such consistency enables the opportunities to drive further efficiencies, which releases costs that can be invested into the future improvements. “We know the benefits that AirCS will provide means our airlines are already able to start those projects that have been on the to-do lists for far too long.”
For more information, visit: https://airclaimssolutions.co.uk/
Save the date for APEX FTE EMEA & Ancillary & Retailing 2026 – Dublin, 9 to 11 June 2026
We’re excited to announce that APEX FTE EMEA and Ancillary & Retailing will return to Dublin on 9 to 11 June 2026. Mark your calendar today and join us in Dublin next summer as we continue to shape the future of the airline/airport industry across EMEA and beyond.
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