Background

To support company initiatives, we set out to improve the customer disruption management experience by addressing critical gaps from both user and system perspectives (product and operational models) at tiket.com.

This includes auditing and analyzing how disruptions are currently identified, handled, and communicated—while uncovering opportunities to better support future product and feature roadmaps.

Problem

Customer disruption handling today is fragmented and reactive. Issues are often treated as isolated operational incidents, without a unified system or clear end-to-end ownership.

As a result:

• Customers experience confusion, uncertainty, and loss of trust
• Internal teams face inconsistency in handling and communication
• Opportunities for proactive resolution and system-level improvements are missed

Vision / Direction

As a team, we defined a clear vision for Customer Disruption Management—shifting from reactive issue handling to a more structured and experience-driven approach. When disruptions happen, customers don’t see “operational issues”—they feel uncertainty.

Therefore, disruption handling should not only focus on resolution, but on managing the entire customer experience during critical moments.

This project aims to establish a unified Customer Disruption Management system—one that delivers:

• Clarity in communication
• Speed in resolution
• Consistency across the end-to-end journey

Interview

Firstly we conducted interviews with our internal team (Customer Service at tiket.com), who handle customer requests, complaints, and inquiries, to better understand the most common user issues.

Here are the key findings we got during the interviewed :

1. Hotel overbooking issues.
2. Hotel facilities that do not match the product details.
3. Users not receiving information regarding flight reschedules or cancellations from airlines.
4. Users who have successfully paid for hotel or flight bookings but did not receive their e-tickets.

To further validate these insights, we analyzed complaint data collected from the Customer Service team too.

Complaint List

The data below highlights the top 10 complaint categories, which account for 50.4% of total complaints on tiket.com.

And we also mapping / illustrated the current flow of how customer issues are handled at tiket.com.

This illustrates the current flow of how customer issues are handled at tiket.com.

To get more clarity & too manage expectations from our internal team, we also asked about expectations from the Customer Service team.

Ideally, customers should only reach out for urgent matters. Reducing direct complaints, requests, and inquiries to Customer Service has become one of our key goals.

Key Findings & Opportunity Areas

Based on interviews with the Customer Service team, we gained a clearer understanding of how a Customer Disruption Management Handling System should work.

However, several key gaps were identified:

• Customers lack awareness and clarity on when to contact Customer Service versus reaching out to vendors.
• There is no clear classification of urgency levels across complaints, requests, and inquiries.

These gaps lead to unnecessary escalations, increased operational load, and a fragmented customer experience.

To address these challenges, we needed to move beyond reactive handling and start designing a more structured, proactive system.

Instead of treating each issue as an isolated case, we aimed to rethink how disruptions are classified, communicated, and resolved across the entire journey.

Proposed Solution

To move towards this vision, we took the following steps:

• Conducted in-depth interviews with the Customer Service team to deeply understand patterns across complaints, requests, and inquiries.
• Collaborated with Flight and Hotel teams to align on disruption scenarios, constraints, and handling processes.

Example Implementation

This is example implementation on High / Critical Case

Case: Hotel Check-in Issue – Booking Not Accepted by Hotel

Detail case:

• User can’t check in.
• User complaint directly to tiket.com in hotel.
• Hotel sell the room on the spot on peak season.
• Hotel forget to info tiket.com that their slot already sold out.

Urgency Level:

• High / Critical
• Handling by Human Model

Preventive Solution

Before the peak season, the new standard operating procedure is: “To confirm with the hotel one month in advance to fill the booking quota.”

Increase awareness when customers make a hotel booking by creating a “Recommended” label or tag.

Add extra info in the order details, so customers are aware of check-in issues. Include a link to an article or contact CS.

Corrective Solution

For relocation, tiket.com should match hotels by class, location, and facilities. This way, if users need to be relocated.

It’s like predicting which hotels users might have considered before booking Hotel X

Bypass the standard Customer Service SOP for urgent cases by eliminating repetitive verification steps (such as asking for Order ID and customer details) through automatic backend attachment of customer information, enabling faster response times and a more seamless support experience during high-priority situations.

Example Implementation

This is example implementation on High / Critical Case & Medium Case

Flight (Domestic) - Tidak Menerima Informasi Perubahan / Pembatalan dari Maskapai

Detail case:

• User panic when airlines suddenly cancel & reschedule their flight (for D-Day flight).
• User confuse when airlines cancel & reschedule their flight (for not D-Day flight).
• 60% happened because of Airlines from Lion Group (Lion Air, Batik Air & Wings).
• Sometime CS tiket.com didn’t know when customer flight got immediately cancelled & reschedule, CS tiket need to confirm to airlines it because delay from system.

Urgency Level:

• High / Critical (for D-Day Flight)
• Medium (for non D-Day Flight)
• Handling by Human Model (for D-Day Flight)
• Handling by Product Model (for non D-Day Hotel & Flight)

Example Implementation

This is example implementation on Low Level Case

Fasilitas Hotel Tidak Sesuai di Apps / Website

Detail case:

• Hotel didnt update the update information, facilities, etc to tiket.com.
• tiket.com didnt update hotel new update information, facilities, etc
• Customers is unhappy with the benefit & facilities that they buy.
• Customer mostly complain to tiket.com if the facilities not satisfied for them (example: AC problem, dirty room, etc)

Urgency Level:

• Low
• Handling by Product Model

Preventive Solution

Create a short video similar to those on TikTok, as it’s highly relevant today due to increased internet speeds and lower data costs. Adding short videos is not an issue.

Integrate reviews from free sources like Google Reviews to minimize user complaints and ensure that the hotel always meets expectations upon arrival.

Ask customers to leave a review to help other customers.

Provide an article before customers visit our help center or contact customer service so they know to whom to raise their issues with.

Closing Thoughts

We now have a clearer understanding of what Customer Disruption Management Handling should look like. At its core, it is about balancing two perspectives: the customer and the business.

On one side, we reduce uncertainty by guiding customers through disruptions with clear, timely, and reliable information—helping maintain trust and confidence. On the other, we improve operational efficiency by structuring how complaints, requests, and inquiries are handled across the system.

By aligning these two sides, Customer Disruption Management Handling evolves from a reactive support function into a scalable system that drives measurable impact—reducing support dependency, improving resolution time, and lowering operational costs, while increasing customer satisfaction and long-term retention.