If your airline customer is working with Cosmos, you’re part of a shared effort to improve performance, communication, and operational transparency. Cosmos is a cloud-based platform designed to bring airlines and service providers together — not just to track delays, but to solve them collaboratively. Learn more about how Cosmos transforms aviation operations here.
Here's how you can use Cosmos effectively as a service provider — along with helpful tips to support smooth collaboration with your airline partners.
For any delay where your team is involved, you may be tagged or referenced by the airline. To keep things aligned, you can:
Review the delay entry and the assigned root cause code
Confirm or comment if clarification is needed. See also: How Can I Comment and Collaborate on an Operational Case in Cosmos?
Suggest corrections if the code or context is inaccurate (e.g. via change request)
If there’s a disagreement, missing context, or further clarification needed, you may be mentioned in the Activity Feed. This is Cosmos’ shared comment space on each flight. To support smooth collaboration, you might want to:
Monitor mentions or open discussions
Respond professionally and promptly when your input is needed
Keep communication constructive and operationally focused
If a quality check is raised that involves your team (e.g. missed service basics, no-show baggage), you’ll be able to view the details and respond. To ensure alignment and transparency, it’s helpful to:
Acknowledge the ticket
Add any relevant context or clarification
Contribute to resolution when appropriate
Cosmos gives both airlines and providers access to SLA status on a flight-by-flight basis. While you don’t control the SLA definitions, you play a key role in the outcomes. To stay aligned and contribute to service quality, it’s helpful to:
Understand which services you impact (e.g. cleaning, catering, offload)
Be aware of patterns and where repeated misses occur
Use Cosmos to stay aligned on how performance is tracked
Using Cosmos isn’t about assigning blame — it’s about shared accountability, data-driven learning, and solving real-world operational challenges together. Your participation helps create a more transparent and effective working relationship between airlines and providers, with fewer misunderstandings and faster follow-up.
If you’re unsure how to get started or need access, visit Getting Started with Cosmos or check out How can I get support from Cosmos?.
To learn how ground handling teams are using Cosmos to drive service excellence and collaborate more effectively with airline partners, see our blog article:
How Ground Handling Service Providers Can Leverage Cosmos
