Iberia Integrates WhatsApp for Flight Updates and Customer Service

Iberia enhances passenger experience by delivering flight operational updates, including check-in and gate information, directly through WhatsApp. The service, available for registered users and Iberia Plus members, complements existing SMS and email communications, aiming for efficiency in real-time information sharing.

Iberia Adopts WhatsApp for Real-Time Flight Updates

In a move to streamline passenger communication, Iberia Airlines has introduced a new service that delivers essential operational information directly to passengers via WhatsApp. This innovative approach allows travelers to receive immediate updates on check-in details, gate assignments, and soon, notifications on any alterations to flight schedules and connecting gates.

The service is exclusive to customers registered on Iberia's official website, iberia.com, as well as members of the airline's loyalty program, Iberia Plus. To avail of this service, passengers must ensure their phone numbers are linked to their bookings through the "Manage your reservation" option or within the private area designated for Iberia Plus cardholders on the website.

Highlighting the significance of WhatsApp as a strategic communication channel, Iberia aims to deliver information to customers in the most efficient way possible. This initiative places WhatsApp alongside SMS and email as the airline's primary methods of communicating operational information.

Iberia's commitment to customer service excellence is further evidenced by the deployment of an AI chatbot within the WhatsApp service, designed to answer passenger inquiries. For queries that surpass the chatbot's capabilities, Iberia's customer service agents are readily available to provide personalized assistance.

As one of the leading airlines utilizing WhatsApp for customer engagement in Spain, Iberia sends an estimated 80,000 notifications weekly to over 25,000 customers through this platform. This expansion into WhatsApp communication underscores Iberia's ongoing efforts to enhance passenger experience through its omnichannel strategy, ensuring vital information is accessible swiftly and conveniently.