Eager to adapt to the digital habits and uses of its customers, Air France is offering a new communication channel with customers on WhatsApp. This free service will soon be available 7 days a week in 22 countries and in 4 languages (French, English, Italian and Portuguese).
The functionalities of instant messages have transformed the interactions between people and businesses and, with 2 billion daily users, WhatsApp is a more and more common communication channel, which the airline is happy to join.
We are proud to connect Air France with both new and existing customers through one of their most used communication channels.Nicolas Farin, Head of Client Sales EMEA, Business Messaging at Meta
“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,” said Stéphanie Charlaix-Meyer, Air France-KLM Customer Service Director. “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.”
Already present on several messaging and social media platforms, notably Facebook Messenger, Air France is continuing to strengthen its commercial relations by offering more proactive customer service.
“We hope this partnership will continue to improve customer journeys on WhatsApp, offering better, faster and more personalized experiences at their fingertips”, said Nicolas Farin, Head of Client Sales EMEA, Business Messaging at Meta. “We are proud to connect Air France with both new and existing customers through one of their most used communication channels.”
Air France’s WhatsApp service offers customers support before, during and after their flight, providing instant answers to common questions via the chatbot, Louis, and, for more specific questions, connecting with an Air France representative.
If customers opt in, notifications will be sent to them at each key moment of the journey, from boarding pass issuing to flight information (change in schedule or boarding gate, last call before the plane door closes, etc.) or the baggage delivery belt on arrival. In addition, personalized promotions will allow customers to upgrade their travel experience, with the option of selecting more spacious seats or purchasing access to the Air France lounge at the airport.