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Airport passenger services

MobilityAssist

Wheelchair assistance tracked as a chain of custody from request to boarding, with agents working from WhatsApp.

Sector
Airport passenger services
Components
Operations dashboard · WhatsApp bot for agents · Service backend
Stack
Next.js 16MongoDBNextAuthCloudflare R2Tailwind CSSn8nWhatsApp
Overview

Assigns agents and wheelchairs to passengers who need help through the terminal, and records every handover, because when it fails a person is stranded.

A passenger with reduced mobility needs a named person, a wheelchair, and an unbroken handover from check-in to the aircraft door. All of those are finite, and flights do not arrive evenly.

Each assistance is a service with a lifecycle and defined checkpoints. Supervisors use a dashboard; agents pushing chairs use a WhatsApp bot.

Components

Operations dashboard

Flight and service boards, agents, equipment, shifts, reports and the audit trail.

WhatsApp bot for agents

Receive an assignment, advance a checkpoint, attach a photo, close a service.

Service backend

Assignment, the checkpoint state machine, roles, evidence storage and the audit log.

Technical challenges

  1. Dispatch under contention

    Agents and wheelchairs are finite and flights cluster. If availability drifts, two agents reach one passenger while another waits at the gate.

  2. Checkpoints are a chain of custody

    Every transition is timestamped, attributed to an agent and optionally photographed. That record settles where responsibility sat.

  3. Two interfaces over one state

    A dashboard and a WhatsApp bot act on the same services at once. Both run against one authoritative state machine, not their own views.

  4. The audit log is a first-class model

    Every mutation goes to an append-only trail with actor and before-and-after. Reconstructing a shift is a query, not archaeology.

  5. Hierarchy that matches the operation

    Administrators, leaders and agents see different things, and agents belong to shifts. Permissions follow the real reporting structure.

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