Introduction to Break | Rezolv Hospitality
Hemant Mediratta is a distinguished leader in the global luxury hospitality and tourism industry, with over three decades of experience. During his 16-year tenure with Oberoi Hotels & Resorts, where he served as Senior Vice President of Sales, Hemant played a pivotal role in driving commercial excellence for the iconic group. His career also includes senior leadership roles at Hyatt International, IHG, and The Park Hotels. A fervent advocate for the Indian tourism sector, Hemant has dedicated his career to driving the growth of Indian tourism and positioning it on the global stage. Rooted in hospitality, Hemant brings insights into the fast-evolving aviation-hospitality services industry, where technology is redefining how airlines manage crew accommodations, irregular operations, and passenger stay experiences.
Transcript
Hemant Mediratta:Wow, that's a good-looking me 100 years ago. Good afternoon, ladies and gentlemen. We're going to talk about disruptions in the next 300 seconds of what a cutting-edge company based out of India, a tech company, is doing in the world of disruptions. Well, the only disruption between you and the tea break is me at the moment. So please bear with me. I come from India. And this was the scene at the airports for about a week in the last week. A couple of thousand flights got cancelled. And this is— this happened at most airports. Wow. At resolve, we handled 12,600 passengers in a matter of 72 hours across 62 stations. So clearly it was a, it was a test by fire. So the system really works and we were able to manage this. These are some of the reasons why flights get disrupted. There was a turtle nesting ritual. Somebody opened an emergency exit. Cosmic rays. Snake found on an Aussie flight. We've listed down about 147 reasons why flights do get disrupted. But what it does is the turtles, the bees, people looking for fresh air— this will always happen. Yeah. And disruptions are a way of life with airlines. But how do you recover and how do you recover fast? That's the key in this. Angry passengers, brand gets damaged, they go and post on social media, compensation, lifetime of value of a customer is affected. It's not really nice. On the other side, Your staff is going through hell. They are trying to deal with old systems, manual systems, lists. Apart from that, they're trying to hang up the phone where the customer doesn't want to hang up, and they're trying to douse fires which they didn't actually start. But what's the real cost of it? So other than transportation, hospitality, compensation, rebooking, etc., meal vouchers. There is also a real cost, which is brand disrepute, brand damage, which will take years to recover. There is lifetime value of a customer who will move to another airline. So these costs are actually real. If you look at the disruption costs, I was reading somewhere that every disrupted passenger costs between $50 to $150 per airline. That is the damage it costs. Again, the key is how can we solve all this? Of course, we have a solution for this. It's called RISMA. And this is what RISMA is. RISMA is a tech solution that solves the problem of disruption, of how disruption is handled. Small video to show this.
Voiceover:An intelligent unified IROPS recovery ecosystem that gives airlines a single source of truth. It starts with the Station Manager app. Scan a boarding pass or upload a full manifest to trigger hotel and transport requests instantly. Approve bookings as per your policies while every downstream action, Hotel allocation, transport dispatch, and completion status updates in real time. Passengers receive live notifications, and special requests flow through a dedicated chat with supervisor approvals built in. Behind this simplicity is a powerful engine of live hotel integrations, transport partners, 24/7 expert support, and enterprise-grade tech that has already powered over a million bookings. And this is just the beginning. The same intelligence driving RISMA is also redefining crew layovers through our platform, CLASS. At Resolve, we believe that aviation deserves systems built for its future— connected, predictive, and crafted with care.
Hemant Mediratta:We are turning panic into process. Chaos into pure choreography. These are the founders of the organization. I have my colleagues here with me. We are also assisted by Scott Grow, who's here, who's based in North America, and Willy Balter is helping us solve the problem of aviation disruption. Thank you very much, ladies and gentlemen.
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