Self-Service Flight Disruption Rebooking
Design a recovery journey for a canceled flight that preserves the travel party, connections, seats, baggage, and care entitlements.
The brief
Understand the problem
Background
When a flight is canceled, available seats change quickly and an itinerary may include connections, companions, accessibility assistance, checked baggage, and entry requirements. A replacement flight is useful only if the whole journey remains viable.
User context
Ben and his eight-year-old son are traveling from Dublin to Montréal through London. Their first flight is canceled, one bag is checked, and requested boarding assistance must carry to any alternative.
Product problem
Ben needs to compare realistic recovery options under time pressure without accidentally separating the booking or losing essential services.
Objective
Create disruption explanation, alternative comparison, itinerary review, and confirmation states for self-service rebooking.
What to design
Define the experience
Required experience
- Understand what was canceled and what remains valid
- Compare airline-approved alternatives with complete journey impact
- Review seats, baggage, assistance, and care support
- Confirm the new itinerary and receive updated travel documents
Screens and states
- Disruption notice
- Alternative journey comparison
- Passenger and service review
- Rebooking confirmation
Core user flow
Follow the critical path
- 01
Ben opens the cancellation notice and sees both passengers remain together
- 02
He compares a same-day route with a hotel-supported next-day option
- 03
The selected journey confirms minimum connection time and renewed assistance
- 04
He rebooks and receives new boarding documents plus baggage instructions
Product rules
Requirements and constraints
Requirements
- Keep all affected passengers and segments visible
- Show total arrival time, connection risk, cabin, and added cost
- Carry seats, bags, meals, assistance, and contact details into review
- Explain care and refund options without hiding them behind rebooking
- Hold selected inventory for a stated review period
Constraints
- Inventory is not guaranteed until confirmation
- Entry and transit requirements depend on passport and route
- The kiosk flow must offer a staffed handoff for unsupported cases
Reality check
States worth considering
Finish line
What to deliver
- Four responsive screens plus a compact kiosk adaptation
- A comparison model for same-day, next-day, refund, and staffed-support options
If you want more
Optional extensions
Optional direction
Visual resources
Use these as a starting constraint if you want one. They are not part of the required solution.
Theory to review
UX principles for this brief
Use these as decision lenses, then validate the design with the people and context in the brief.
