LEVEL: Simplifying Complexity with Air Customer Care

Following the successful rollout of its new eCommerce platform, LEVEL once again turned to Airplane Solutions — this time to address a critical need in its call center operations. As the airline prepared to decommission its legacy PSS, a major challenge emerged: the contact center team would soon lose access to the familiar workflows they had relied on, and transitioning to the new environment risked high training costs and reduced efficiency.

To solve this, LEVEL asked us to design a modern, user-friendly call center solution — and we responded with Air Customer Care.

From the start, our UX and product design teams focused on one goal: making complexity invisible to the user. We designed an intuitive interface and a streamlined workflow that turns complex booking and servicing tasks into a simple, guided experience. The result? Agents can manage tickets and customer requests with confidence, speed, and minimal training.

The MVP has already been delivered and is now live, forming the foundation of a broader and ambitious roadmap for future releases.

In addition, the solution includes a powerful AI layer that enhances both agent productivity and operational oversight. This layer offers real-time support to agents during calls, while also analyzing customer interactions to surface insights — helping the airline understand what drives satisfaction, where friction exists, and how to improve continuously.

With Air Customer Care, LEVEL now has a call center solution that matches the agility and quality of its digital channels efficiently, scalable, and ready for the future.