Air France Launches WhatsApp Chat in Bid to Boost Customer Service
Passengers can now make inquiries via the instant messaging app, as well as receive notifications about a range of essential flight details
French national flag carrier Air France is attempting to improve its customer service options by opening up a new line of communication via WhatsApp.
The new direct line of communication via the instant messaging app is now live and available every day of the week in 22 countries. Users can communicate in four different languages: French, English, Italian, and Portuguese.
In an increasingly digital world, companies across the globe are transforming the way they interact with their customers, and Air France is no different in trying to keep up with the times. Traditional customer service phone numbers are becoming obsolete, with some notable carriers such as Frontier Airlines scrapping their customer service phone line completely last year.
Air France hasn’t gone that far yet, however, with customers in the U.S. still able to speak to a customer service agent by calling 800-237-2747. What it is doing, though, is opening up new lines of direct communication across various instant messaging and social media platforms. As well as WhatsApp, Air France passengers can communicate with airline representatives on Facebook, Messenger, Twitter, and Instagram.
The new WhatsApp channel offers support to Air France customers before, during, and after their flights. It also provides instant answers to queries from its chatbot, ‘Louis’, as well as more detailed answers from an actual human for more specific questions. Passengers can be sent notifications, should they opt-in, providing information about boarding passes, departure times, boarding gates, last calls, baggage delivery, and more. They can also inquire about seat upgrades or accessing Air France’s airport lounges.
To contact Air France via WhatApp, log into your account and message the company here.
According to Air France, the new WhatsApp service is already incredibly popular, quickly becoming its passengers’ second most-used digital method of communication.
Stéphanie Charlaix-Meyer, Customer Service Director at Air France-KLM, said: “We are delighted to see that this new channel has been an immediate success: it is now Air France’s number two digital contact point. Its popularity confirms the proximity strategy adopted by Air France in terms of customer service, a strategy that we will continue to deploy in other markets.”
WhatsApp should need little introduction to most people, being one of the world’s most popular instant messaging platforms, with over two billion users in 180 countries worldwide. Owned by Meta—previously Facebook—it offers its users a free and secure way of messaging, calling, and sharing media with friends and family around the world.
“We are proud to connect Air France with both new and existing customers through one of their most used communication channels,” said Nicolas Farin, Head of Client Sales EMEA, Business Messaging at Meta. “We hope this partnership will continue to improve customer journeys on WhatsApp, offering better, faster, and more personalized experiences at their fingertips.”
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