Virgin Atlantic passengers at London Heathrow Airport are now able to check in using a new WhatsApp channel. The airline has implemented Infobip’s Moments platform to facilitate a quicker and more convenient check-in process, enhancing the overall passenger experience and operational efficiency.
To prompt passengers to check in before reaching the airport, they will receive a WhatsApp message containing a direct link to the airline’s app or website. In cases where passengers are not reachable via WhatsApp, the system automatically switches to SMS.
By utilizing the provided link for check-in prior to arrival at the airport, passengers can potentially reduce their wait times at airport desks. Additionally, once checked in, passengers will receive further essential information, such as terminal number and zone, through WhatsApp.
The primary objective of this new system is to boost the number of travelers checking in online before reaching the airport. Since its introduction, Virgin Atlantic has observed an 11% surge in online check-in rates.
Simon Langthorne, Virgin Atlantic’s head of customer relationship management, expressed satisfaction with the outcomes of their partnership with Infobip. The implementation of real-time notifications via WhatsApp not only enhances the customer journey but also streamlines airport operations. This initiative aligns with their commitment to leveraging innovative technology to enhance all aspects of the travel experience.
Virgin Atlantic plans to expand this successful solution to other major UK airports like Edinburgh and Manchester later this year. Streamlining the airport process is essential, as revealed by travel vlogger Elaine Poon, who shared a clever tip to navigate security queues efficiently at London’s Stansted Airport on her TikTok channel @travelainewithme. Elaine recommended taking the ‘Fast Track’ lane instead of the usual ‘Departures’ queue, allowing travelers to bypass long queues and swiftly proceed to security.
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