Iberia Now sending flight updates directly to passengers through WhatsApp

Wednesday, March 6, 2024

Iberia has introduced a new service wherein operational updates regarding its flights are now communicated via WhatsApp. Passengers of the airline can now receive important information through this platform, including details about the check-in process, assigned boarding gates, and soon, any alterations to their flight schedules or connecting gates. WhatsApp joins the airline’s existing communication channels, such as SMS and emails.

This latest service is accessible to customers who are registered on the iberia.com website and those enrolled in the Iberia Plus loyalty program. To receive messages, customers are required to provide their phone numbers during the reservation process, either in the “Manage your reservation” section or within the private area of the website for Iberia Plus cardholders.

On a weekly basis, the airline estimates that it sends approximately 80,000 notifications via WhatsApp to over 25,000 customers. Moreover, passengers can utilize the same channel to ask questions, with responses provided by the Iberia AI bot. In cases where inquiries exceed the capabilities of the chatbot, a customer service agent from Iberia will step in to offer assistance.

This initiative by Iberia further enriches its operational communication channels, aligning with its omnichannel strategy. The aim is to furnish customers with necessary information promptly and efficiently, with the WhatsApp channel emerging as one of the most utilized platforms in Spain.

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