Challenge
AeroMoz operates domestic and regional routes in Mozambique, carrying more than 85 000 passengers per month. Most passengers do not use the airline’s app — they rely on SMS or calls to get flight status information. Delays triggered a spike in support centre calls that overwhelmed agents and increased waiting times. There was no automated notification system: agents manually called passengers on critical flights, a slow and inconsistent process.
Solution
AeroMoz integrated katembe to send automatic notifications at three moments: 24 hours before departure (reminder with boarding gate), 2 hours before (digital boarding pass via SMS), and immediately after any schedule change or cancellation. For passengers in areas with poor data coverage, the system escalates to a voice call with a spoken message in Portuguese, providing the new departure time and boarding gate. The integration was built directly with AeroMoz’s reservation management system via REST API.
Results
Support centre calls related to flight information fell by 52% in the first month after launch. The open rate for boarding SMS messages reached 96%, and boarding queues became more orderly thanks to the early delivery of gate numbers. Support agents were able to dedicate more time to complex cases such as refunds and booking changes, reducing the average resolution time by 38%.