The digital infrastructure for air passengers.

Software that automates the passenger experience in real time with artificial intelligence.

Airports and merchants that already trust IWAIT

The problem

The air travel ecosystem is broken.

Flying should be simple. Today every player serves passengers on its own, without digital tools. IWAIT brings them together in one system.

0B+

passengers fly every year worldwide

IATA, 2025

1 in 4

passengers had a flight delayed or cancelled

AirHelp, H1 2025

of travelers find something frustrating about flying

HNTB · America THINKS

of passengers already use digital channels to travel

IATA, Global Passenger Survey 2024

Products

One ecosystem. Three connected solutions.

Airlines, airports and merchants on one platform: what one solves creates value for the others, with the passenger at the center.

Airlines

Automated compensation

Compensate the whole flight in minutes, on WhatsApp.

IW 204 · BOG → MDE3 h 40 min delay

Meal voucher$45,000

Sent on WhatsApp to 186 passengers

Local transfer$153,000

Reaches the passenger’s account in minutes

See solution

Airports

AI agents for passengers

Wai serves every passenger 24/7, on WhatsApp and web.

WWai Online

What time do I board?

Your flight IW 204 boards at 2:35 PM from gate A12.

See mapEat nearbyVIP lounge

See solution

Merchants

More sales in the terminal

Compensation is spent at your store and you get 100%.

Sales from compensation +28%

Today’s redemptions Download

Terminal café$45,000Paid
Restaurant$62,500Paid
Duty free$118,000Processing

See solution

Today, everyone is on their own

With IWAIT

Passengers served and compensated on the channel they prefer
Airlines that compensate in minutes, in any country
Airports with a direct channel to every passenger
Merchants visible to every passenger, with more sales
One platform, every payment in one place

NewAI agents by area

Meet Wai.

A team of AI agents for airports and airlines: they serve passengers, compensate flights and reconcile payments on their own, and come back with the work done.

Acts, not just chatsRuns tasks end to end: checks flights, issues compensation and opens cases on its own.
Coordinates a team of agentsHands each request to the right specialized agent and brings their results together.
Learns and escalates wiselyImproves with every conversation and passes your team only what needs a person, with full context.

WaiPRIMARYGeneral airline assistant

Message Wai

IWAIT for airlines

Compensate the way your passengers prefer.

Over 50 methods depending on the case. You set the rules; passengers choose in the chat.

•••• •••• •••• 4829

Camila R.12/27

Card transaction Approved

Airport Hotel

🇨🇴 Bogotá, Colombia

$142.00

Available balance$0.00

Virtual card.

For cancellations and 5 h+ delays: balance in seconds on Apple Wallet or Google Pay, restricted to hotels and defined merchants.

Card artwork is illustrative.

Food · Terminal café$25.000

Retail · Partner stores$60.000

VIP lounge · 3 h3 h

Airport voucher.

Food, retail or VIP lounge across the partner merchant network, redeemed by QR in seconds.

Transfer received

COP

Arrived in2 minutes

NequiBre-BSPEI

Local transfer.

When no shops are open, the payment reaches the passenger’s account in minutes, through each country’s local bank rails.

Credit for your next trip

$0.00

Valid on any route

Travel credit.

Protect the airline’s cash with credit toward a future flight.

And more50+ compensation methods

IWAIT for airports

Serve every passenger with AI.

Wai handles on WhatsApp, phone, email and web chat what today runs through counters and PA systems. You define the services; passengers ask wherever they prefer.

Departures

IW 881Madrid15:10A14Gate change
IW 204Medellín15:35B3Boarding
IW 120Lima16:05A10On time

WhatsApp · Wainow

🔔 Your flight IW 881 moved to gate A14. Boarding at 3:10 PM.

142 passengers notified

Flight notifications on WhatsApp.

Gate changes, delays and boarding calls, straight to the passenger’s WhatsApp.

WhatsApp
Call
Email
Web chat

Where is the VIP lounge?

On the second floor, 3 minutes from your gate.

Where can I charge my phone?

There are charging stations across from gate A10, a 2-minute walk 🔌

24/7 answers.

On WhatsApp, phone, email or web chat: services, lounges and procedures solved instantly.

You have 40 min before boarding

Coffee + croissantGate A8-15%

Duty freeWhile you wait-15%

Order and pick upGate A8No queue

Shopping and promotions.

Suggestions based on the gate and the time left, to buy and pick up without queues.

Case #4821Delayed bag

Case opened
Locating your bag
Delivery arranged

We’ll update you here

Claims and baggage.

Delayed baggage, lost items and complaints, with a case number and follow-up.

And moreAn AI agent for every area

Results

What changes with IWAIT.

Airlines

−80%

post-trip claims and call center cases

Fewer claims

Passengers get compensated in minutes and don’t complain later.

Airports

94%

of conversations resolved by Wai

Traditional service100

With Wai6

Service resolved by AI

Wai answers 24/7 on WhatsApp; your team handles only what it must.

Passenger

+11 pts

NPS after a compensated disruption

DisruptionPassenger compensated

Better passenger experience

Timely information and compensation in minutes, where it’s needed.

Merchants

+35%

average ticket with compensation

More sales in the terminal

Compensation is spent at airport stores, with no commission for the merchant.

Costs

−67%

management cost vs. the manual process

Manual process100

With IWAIT33

Lower operating costs

No printed vouchers, queues or manual reconciliation.

Estimates based on comparable events and on operations at airports in Colombia; calibrated with each operation’s real data.

Calculator

How much could you save with IWAIT?

Pick your type of operation and adjust the values with your numbers.

How much does manual compensation cost you today?

Disrupted flights per month405300Affected passengers per flight18020350Manual handling cost per passengerUS$8US$2US$30

Cost with IWAIT vs. manualAutomatic−67%

Estimated monthly operating savings

US$0

≈ US$0 per year

Operating cost per month

TodayUS$57,600

With IWAITUS$19,008

Passengers compensated per month

0 h

Man-hours freed per month

~3 h → < 1 min

Issuance time per flight

Estimate based on a reference event: 3 ground agents for ~3 h per 180-passenger flight and a 67% lower cost with IWAIT than manual handling. In the pilot we calibrate it with your real data.

How do we calculate it? +

Estimate based on a reference event: 3 ground agents for ~3 h per 180-passenger flight and a 67% lower cost with IWAIT than manual handling. In the pilot we calibrate it with your real data.

Calculate with my data

Why do we exist?

Every year more than 5 billion passengers fly, and one in four faces a delay or a cancellation. Going through an airport shouldn’t be this stressful.

Yet the technology behind those moments is still manual: paper vouchers, one provider per airport and passengers left without answers.

That’s why we use technology to turn every disruption into a chance to build loyalty, without multiplying costs.

IWAIT was born in Colombia with a global vision: to be with passengers at every stage of the trip, in one digital ecosystem.

Wai and its team of agents

Discover how AI agents can run airports and airlines.

Tell us where you work and we’ll show you Wai and its agents solving real cases from your operation.

Message us on WhatsApp