Flight disruptions happen. And when they do, claims can quickly spiral—costs rise, cases escalate to court, and customer satisfaction drops. For airlines, this isn’t just a legal or financial issue, it’s a customer experience challenge. In this talk, we’ll explore how Object-Centric Process Mining transforms the passenger journey into a source of insight and control. By connecting flights, bookings, customers, and compensations into one transparent process view, airlines can finally see the full picture: when it makes sense to settle quickly, when to challenge a claim, and how to prevent escalation before it starts. The result? Reduced handling and legal costs, faster resolutions, and a consistent more transparent claim process. Most importantly, passengers feel treated with empathy and clarity—turning moments of disruption into opportunities to build trust. Join us to see how process intelligence can help airlines balance efficiency, consistency, and customer experience—and why the future of claims management lies in truly understanding the passenger journey end to end.