Notifications

Customer communication across email, SMS, push notifications, and messaging channels.

Scope

Transactional Notifications

• Booking confirmation
• Payment receipt
• Itinerary changes
• Check-in reminder
• Boarding pass delivery
• Flight status updates

Operational Notifications

• Delay/cancellation alerts
• Gate changes
• Rebooking notifications
• Baggage status
• Upgrade confirmations

Marketing Communications

• Promotional offers
• Loyalty updates
• Personalized deals
• Abandoned cart reminders
• Post-trip surveys

Notification Channels

• Email
• SMS
• Push notifications (mobile app)
• WhatsApp
• Wallet pass updates
• Voice (IVR callbacks)

Research Topics

• Notification orchestration platforms
• Email deliverability best practices
• SMS gateway selection
• Push notification strategies
• WhatsApp Business API
• Personalization engines
• Template management
• Preference centers

Architecture Considerations

Notification Service Architecture

Event Source
├── Booking Service
├── DCS
├── OCC
└── Marketing Platform
        │
        ▼
┌───────────────────┐
│ Notification Hub  │
│ (Orchestration)   │
└─────────┬─────────┘
          │
    ┌─────┼─────┐
    │     │     │
┌───▼─┐ ┌─▼─┐ ┌─▼───┐
│Email│ │SMS│ │Push │
└─────┘ └───┘ └─────┘

Event-Driven Flow

FlightDelayed Event
        ↓
Notification Service
├── Lookup affected passengers
├── Check preferences
├── Select channels
├── Personalize content
└── Queue for delivery
        ↓
Channel Providers
├── SendGrid (email)
├── Twilio (SMS)
└── Firebase (push)

Data Model

NotificationTemplate
├── TemplateID
├── Type (Transactional, Marketing)
├── Event trigger
├── Channels[]
├── Content
│   ├── Subject
│   ├── Body (with placeholders)
│   └── Localized versions
└── Preferences (opt-out rules)

NotificationRecord
├── NotificationID
├── Customer
├── Template
├── Channel
├── SentAt
├── DeliveryStatus
└── EngagementData

Integration Points

Channel Specifications

Email

SMS

Push Notifications

WhatsApp

Content Strategy

Personalization

• Passenger name
• Flight details
• Tier status
• Language preference
• Past behavior

Localization

• Multi-language support
• Time zone handling
• Date/time formats
• Currency display

Template Examples

Subject: Your flight {{flightNumber}} is delayed

Dear {{passengerName}},

We regret to inform you that flight {{flightNumber}} from
{{origin}} to {{destination}} on {{date}} has been delayed.

New departure time: {{newDepartureTime}}
Reason: {{delayReason}}

{{#if rebookingOffered}}
We've automatically rebooked you on an alternative flight.
{{/if}}

Thank you for your patience.

Delivery Management

Priority Levels

Failure Handling

• Retry logic
• Fallback channels
• Dead letter queue
• Alert on high failure rates

Metrics