If you've taken a plane lately, you may have received one of the Iberia communications via WhatsApp. And the airline already uses this communication channel to send notifications to its customers.
A simple way to streamline communications and have direct information about everything that may affect our flight. Iberia thus joins the growing number of companies that use WhatsApp channels to enhance their brand image and customer satisfaction.
All the information in the palm of your hand
Catching a flight can be quite stressful, especially if you have to move through a large airport. Besides, It is not strange that there may be last minute changes.
To make it easier to go through an airport and catch a plane, airlines like Iberia have been promoting the use of digital communication media for some time.. If you have traveled with this company, You will surely have received emails with complete information about your flight, and even SMS messages that tell you which is your boarding gate.
With Iberia communications via WhatsApp, this system is even more streamlined. Because the airline is already sending operational information about its flights through this channel. Thus, Your clients are informed about:
- Assigned check-in and boarding gate desks.
- Flight schedule changes.
- Connecting doors.
This does not mean that Iberia is going to stop using email or text message communications with its clients. What it does now is combine the three systems. So, It is impossible for us not to receive all the information we need before boarding.
How to access Iberia communications via WhatsApp?
For receive these types of messages You have to register on the Iberia website, or belong to the Iberia Plus loyalty program. Among your contact information, add your telephone number when making your reservation and This way you will receive all the information through WhatsApp.
Although the system has just started working, Iberia estimates sending around 80.000 notifications to more than 25.000 customers.
An added advantage is that communication here is not one-way. If you have doubts, You can also use the airline's WhatsApp channel and resolve simple questions with the help of a chatbot. If you have more complex questions, a customer service agent will be in charge of providing you with the information you need.
Why are airlines switching to WhatsApp as a means of communication?
In recent years, WhatsApp has been unfolding its potential as a communication and marketing tool for companies. More and more entities from different sectors are using it, because they enjoy multiple advantages.
In the case of airlines, the use of WhatsApp for communications implies:
Direct communication with passengers
This is a way to quickly and effectively communicate information that is useful to those who have to catch a flight. For example, a change in itinerary, or the boarding gate they must go to.
A feature that airlines use a lot is to send a flight reminder 24 hours before it. Although it does not seem necessary, it is, since more than one person He ended up missing the plane because he thought his flight was at a different time than what was actually established. Since we can all get lost, these types of reminders are especially useful.
Customer Service Notifications
The airlines' WhatsApp channel is an excellent means of customer service. If passengers need some additional information or some kind of assistance, they can request it directly, without going to the airline counter or making calls.
It can be used, for example, to order a gluten-free meal on a transoceanic flight, or to communicate that a wheelchair is needed for traveling through the airport.
Real-time information
Incidents are common during air travel. There may be delays or cancellations due to an emergency situation or weather conditions, but There may also be a change at the boarding gate.
With Iberia communications via WhatsApp, now passengers are informed of any changes in real time, which helps to minimize the inconvenience that these last minute changes usually generate.
Improved customer experience
When communication with a company is fluid and the information received is useful, customers feel much more satisfied with the service they are receiving. Therefore, there is a greater chance that they will choose that airline again to fly in the future.
Cost reduction
Compared to other methods of communicating with customers, sending communications via WhatsApp is much faster, more efficient and cheaper. For airlines, This is a good channel to maintain effective communication with passengers, without the cost skyrocketing.
Iberia is committed to omnichannel
Iberia's new communications via WhatsApp are another step in the Spanish airline's commitment to omnichannel.
It already has one of the WhatsApp channels with the most sessions in Spain, and now it is expanding its channels to inform its clients more quickly and efficiently. An improvement in the service that, surely, Everyone who travels with this airline will be grateful. Because, thanks to the improvement in communications, now going through the airport to catch a flight becomes easier and friendlier, which contributes to reducing the stress level of passengers.
Omnichannel is a sure success when it comes to improving customer service, and more and more different sectors are joining this form of communication from which advantages are derived for both them and their clients.
Iberia's WhatsApp communications are a novelty now, but soon we will make them a daily occurrence, and it will seem strange to fly without our company informing us of everything we need to know through the app.