In conclusion
Businesses must connect with customers via the channels they are using, which means investing in social messaging.
Social Messaging needs to become a key part of your omnichannel communications strategy
WhatsApp will play a huge part for airlines in providing passenger notifications, especially when things don’t go as planned. Personalisation through integration with the PNR and other internal systems is key to making sure you and your passengers get the most out of the channel and it has a significant impact on your brand’s customer experience, revenue and loyalty.
Find out more about using WhatsApp Messaging as a communication channel:
Self-serve will become industry standard
Passengers now expect to be able to take control of their situation when disruption strikes. Airlines that fail to offer self-serve functionality via two-way channels will suffer a loss of business and reputation as it becomes standard throughout the industry.
Read about why it's important to let customers self-serve:
Super-apps should be on your radar
Travel brands must begin to offer passengers a single source for searching, booking, updating, and keeping informed about their journey. This is how customers will feel in control – a key element of giving customers confidence in your brand.
By updating your existing app services to promote personalised ancillary offers via your partners as part of investing in an omnichannel communication strategy, organisations have the potential to use super apps to keep passengers informed.
Read about what Super-apps mean for travel companies:
One single view of irregular operations (IROPS)
Using multiple systems to communicate with passengers and staff during IROPS leads to lost time, stress and errors across your operation.
Airlines often tell us that their goal is to be able to manage all IROPS confidently with a consistent, accurate, and efficient response every time.
Read how one US airline managed IROPS by proactively telling passengers that they were likely to be affected by cancellations due to severe weather:
Does your travel brand need help?
Partnering with an innovative supplier to create personalised communications tailored for your customers is an ideal way to make sure you don’t fall behind in meeting the ever-changing expectations of your passengers.
If you have any questions about what we do to help airlines like JetBlue, Ryanair, Qantas and more than 50 others deliver a best-in-class passenger communications strategy, we’re here to help.
