Lufthansa Group has now introduced new digital chatbot services for its network airlines via Facebook Messenger app — The Bots Elisa (Lufthansa), Nelly(SWISS) and Maria (Austrian Airlines) chatbots are available to customers round the clock.
Through this digital service, customers get information on the flight delay, cancellation and flight status. The chatbots enable passengers to rebook their flights — either it is shown that the rebooking has been done automatically or alternative options are available.
The chatbots can be used by Lufthansa, Swiss and Austrian Airlines customers. In case the digital assistant does not offer the required solution, then the query can be directly forwarded to a service centre employee.
The bots are being developed and will soon be available on other mediums including airline websites, airline apps and WhatsApp.
Aneri Shroff
