Cosmos supports a structured SLA process that allows airlines to review delay events and decide whether to claim or waive them. Here's how it works.
When a delay is flagged as SLA-relevant, the responsible airline user can take one of two actions:
Claim — Initiates the SLA process for that delay. A message is generated and sent to the service partner, and the case moves into the SLA workflow.
Waive — Dismisses the SLA case for that delay. The service partner is notified and the case is marked as resolved without financial impact.
SLA cases that are not processed (neither claimed nor waived) before the configured deadline will eventually be auto-processed based on your organization's SLA rules. To avoid unintended claims, review and process open SLA cases promptly.
If you accidentally claimed instead of waived (or vice versa), you can simply change your selection by clicking again. This is possible, as long as the configure deadline for SLA Report generation hasn’t passed.
