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Iberia Enhances Customer Experience with WhatsApp Flight Notifications

Iberia Enhances Customer Experience with WhatsApp Flight Notifications

Iberia now sends operational information on its flights via WhatsApp. The airline’s passengers can receive communications through this channel on subjects such as the check-in process, the assigned boarding gate and, soon, any changes to their flight schedule and connecting gates. WhatsApp is thus added to the airline’s other means of communication, such as SMS and emails.

This new service is available to customers registered on the website and those belonging to the Iberia Plus loyalty programme. In order to receive messages, customers must include their telephone number when they make their reservation, in the “Manage your reservation” section, or in the private area of the website if they are Iberia Plus cardholders.

Every week, the airline estimates that it sends around 80,000 notifications via WhatsApp to more than 25,000 customers.

In addition, passengers can ask questions on this same channel, where the Iberia AI bot will answer their questions. When customers require information beyond the chatbot’s capacity, an Iberia customer service agent will take over and provide the necessary information.

Iberia, whose WhatsApp channel is one of the most used in Spain, thus expands its operational information channels as part of its omnichannel strategy, which aims to provide customers with the information they need as quickly and efficiently as possible.