How airports use WhatsApp and other messaging apps successfully

In the hectic world of air traveling, efficient communication is a crucial factor for airports and travelers alike. The use of messenger services such as WhatsApp for airports has proven to be trend-setting, not only by optimizing the flow of information, but also by enabling direct, real-time interaction between airports and passengers.

How exactly does this work? We take a closer look at how airports are successfully integrating WhatsApp and other messaging apps into their customer communication, benefiting from them, and minimizing the challenges of information exchange at the same time. From real-time flight information to automated customer service... the benefits are manifold.

Find out why airports should rely on messengers and what innovative applications are available. Be inspired by examples from Zurich Airport, London Airport Gatwick, Dublin Airport, Schiphol Airport in Amsterdam, Brussels Airport and Milan Airport!

Why should airports use WhatsApp or other messaging apps?

Airports benefit massively from the use of WhatsApp and similar instant messaging apps.

1. Real-time communication: WhatsApp enables airports to communicate directly and quickly with travelers in real time.
2. Widespread use: As many people use WhatsApp, Facebook Messenger, iMessage, and similar chat apps, airports can reach a broad target group worldwide  this messenger.
3. Ease of use: The use of WhatsApp is learned, which makes the interaction uncomplicated for travelers. Customers don't have to download another app, airports don't have to develop an app.
4. Automation: Messaging apps enable the integration of chatbots that automatically answer frequently asked questions and make customer service more efficient.
5. Cost savings and better service: Contact via instant messaging is more efficient than via hotline (expensive) or e-mail (slow). Messenger apps can be used to send push messages as well as to receive and process customer inquiries.
6. Messaging apps work internationally: Travelers at airports are often outside their country's cell phone coverage and don't want to (expensive roaming) or can't (no reception) communicate via SMS. Internet-based messaging, on the other hand, reaches travelers everywhere. After all, all major airports now offer free WiFi.

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What are the possible use cases?

The combination of instant messaging and chatbots opens up a wide range of opportunities for airports to improve their passengers' travel experience and provide efficient customer service.

The most important information for travelers via push messages

• Flight status notifications: Airports can send automated notifications about flight delays, gate changes and other relevant information directly to travelers.
• Baggage tracking: By integrating messenger apps, airports can provide travelers with real-time information to track their baggage.
• Security and health guidelines: Messenger apps can be used to inform travelers about current safety and health guidelines at the airport, especially in times of special circumstances such as pandemics.
• Offers and discounts: Airports can communicate special offers, in-store discounts and other promotions to enhance the shopping experience.

Offering convenient and efficient customer service 

• Check-in and boarding passes: Airports can use messenger services to facilitate the check-in process and send digital boarding passes directly to travelers' smartphones.
• FAQ chatbot: Chatbots can answer frequently asked questions, provide information on airport facilities and offer immediate assistance in the event of problems.
• Directions and orientation: Messengers can provide interactive maps and directions to help travelers navigate the airport.
• Collect feedback: By integrating feedback opportunities, airports can learn directly from travelers how satisfied they are with the services provided.

From the field: How airports are already using instant messaging

Zurich Airport: WhatsApp instead of its own app

Zurich Airport has been increasingly relying on messenger communication since 2021. After observing "that the Zurich Airport app is either not downloaded by travelers in the expected quantity or is only used once and then no longer", the focus was on finding other ways to offer mobile services.

The website was optimized for mobile use. Popular services, such as push notifications for individual flights, were moved to channels that travelers already like to use all the time, which is increasingly instant messaging.

Zurich Airport has since been using messenger services such as WhatsApp and Facebook Messenger to continue offering its passengers push messages with flight information.

This means that travelers, but also, if desired, relatives or friends who pick up travelers at the airport, are kept up to date with all flight news, such as the time of landing, arrival gate or exact location of the baggage claim area.

How the messaging service works at Zurich Airport

On the Zurich Airport website, travelers or interested parties enter the flight number in the search field or search for the flight in the departure table. On the flight details page, users select "Remember flight" and choose the channel they prefer to receive flight updates. 

Dublin Airport: Flight updates and FAQ chatbot via Messenger

Travelers to or from Ireland can also receive important updates via WhatsApp or Facebook Messenger. Departing passengers will receive the latest information about their gate number, last call, boarding, gate closure, departure and flight delays directly to their cell phone.

Passengers tracking an arriving flight will receive up-to-date information on departure time, flight delays, estimated landing time, time of approach, landing time and baggage carousel number.

But Dublin Airport goes one step further. After all, messaging apps aren't  just a push channel, but also a channel for dialog. With a chatbot that runs on the website, but also on WhatsApp and Facebook Messenger, customer support has been automated and significantly improved: passengers can ask questions, give feedback, and receive personal support in real time throughout their flight.

By automating up to 85% of inquiries, it is possible to significantly reduce costs.

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London Airport Gatwick: Chatbot on Facebook Messenger

The example of London Gatwick Airport shows what such a customer service chatbot on Facebook looks like.

Via the virtual assistant "Gail", travelers can receive automated help with common questions such as hotel transfers, public transport or baggage limits.

Facebook Messenger should not be underestimated as a channel for airports. After all, Meta's Messenger is one of the top five most popular messaging apps around the world, and travelers from other countries such as the USA, Canada and Australia use Facebook Messenger extensively.

Schiphol Airport: Fast, personalized customer service with feedback request

The Schiphol Airport in Amsterdam offers its customers the option of contacting them directly via WhatsApp if they have any questions, feedback or complaints. The team is available 24/7 and answers individual questions. It is also important to them to keep customer satisfaction high. For example, a small survey is started directly after every inquiry.

This is a very smart approach. It allows the airport to receive valuable feedback in order to optimize the services at and around the airport.

Brussels Airport: Friendly customer service chatbot "Ask BRUce!"

"BRUce", the Brussels Airport chatbot, went live in 2018. The bot was launched on Facebook Messenger to test it and collect feedback on the bot. After a series of tests and improvements, the bot was then expanded to WhatsApp and the airport website. It helps customers to request flight information and answer frequently asked questions about the airport.

In addition, stores, parking and train information, COVID-19 restrictions and tests, and all other frequently asked questions about the airport are automated by the airport chatbot. In addition, over time, services such as ordering a lounge pass and booking parking spaces have also been made available via the BRUce AI chatbot.

Milan Airport: Asking questions via iMessage, Facebook Messenger and website chat

Milan Airport does not rely on WhatsApp, but mainly on other messenger apps. For example, iPhone users can contact the airport directly via iMessage, Apple's own messenger service. There is also the option of chatting with the airport via Facebook Messenger or the website chat.

The chatbot used here helps travelers to find stores, bars or restaurants at the airport or gives tips for traveling with children or with limited mobility. The bot also answers other questions, such as about taking liquids on a flight and baggage restrictions, in just a few seconds.

In addition, travelers can of course also receive flight notifications, check which parking spaces are available and find out about products and services for sale.

GRU Airport in São Paulo: VIP service via WhatsApp

ALLWAYS is the "Meet & Assist" service program of the Plaza Premium Group, which belongs to the Guarulhos Airport in São Paulo. This VIP service is designed to make travelers' stay and experience at the airport as relaxed as possible.

The direct, but also very personal and close contact via WhatsApp ensures VIP support from boarding to leaving the aircraft, precisely because the exchange takes place in an individual chat.

This exclusive service covers national and international travel, from transit to the boarding gate. It also includes accompaniment to security and passport control, assistance with luggage, and much more.

The closeness that arises from the exchange via WhatsApp cannot be conveyed in this form in any other digital channel outside of messengers, and adds real value to the VIP program.

King Khalid International Airport near Riyadh: 24/7 support thanks to WhatsApp chatbot

The WhatsApp chatbot at King Khalid International Airport near Riyadh offers interactive customer support. The Saudi airport's chatbot makes it easy for customers to ask questions and make use of services. This includes, for example, questions about the current flight status, shuttle services, stores and offers at the airport and much more.

The service is offered in English and Arabic. In 2022, the chatbot was also updated with artificial intelligence.

Conclusion: Messaging apps like WhatsApp for airports really pay off

The use of messenger apps such as WhatsApp or iMessage opens up a new era of more efficient and customer-friendly communication for airports. These chat cannels not only offer real-time communication with travelers, but also enable global reach and automated customer service through chatbots.

The benefits, from cost-efficient interaction to the seamless provision of important information, strengthen the competitive position of airports.

Examples such as Zurich Airport and Schiphol show that messenger apps not only improve the flow of information, but also enrich the passenger experience. At the same time, the service can lead to increased use of airport services, which of course also has a positive impact on revenue.

Of course, it's vital that airports use a professional messenger solutions. This is the only way to easily combine multiple messenger apps, use automation, chatbots, AI and GPT, and guarantee data protection.

Sinch Engage offers exactly that (and much more!) and is therefore an ideal solution for the mobility and aviation industry.

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