Argumentation in the Re-accommodation of Airline Passengers Using Mobile Devices

In an airline company, one of the most important tasks is to control the operational plan, i.e., making sure that flights are executed according to the scheduled plan. When the normal functioning is affected by an unexpected event, disruption management appears in order to solve all possible issues. From aircraft to passenger, operation control centers have to effectively fix all the disrupted parts in the fastest time possible minimizing at the same time further costs. In this paper a mobile application that uses argumentation-based negotiation is introduced, allowing disrupted passengers to actively participate in the re-accommodation process, by interacting with the airline computerized system and without having to contact the airline customer service. This results in higher passenger satisfaction and less operational costs for the airlines.