Cathay Pacific has introduced Whatsapp chat support to travellers residing in its home market of Hong Kong. The service, which is available 24/7, supports enquiries in both English and Chinese.
Travellers with a Hong Kong phone number beginning with +852 can Whatsapp message the team on +852 2747 2747 for enquiries relating to ticketing and bookings, as well as the carrier’s Marco Polo Club and Asia Miles loyalty programmes.
Unlike automated chatbots deployed by carriers such as Air Asia, Cathay Pacific’s Whatsapp channel connects travellers with a live member of its customer service team.
Earlier this year, the Hong Kong flag carrier introduced Whatsapp customer service to travellers in India and the UK, albeit with support limited to local office hours.
Cathay Pacific said the new service will allow it to provide as much choice as possible when it comes to customer service needs, complementing existing channels which include email, phone calls, and social media.
The new service comes as Cathay Pacific expects “significantly higher” losses in the second half of 2020, compared to the HK$9.9 billion ($1.27 billion) loss reported in the first half.
Last month, the airline said passenger traffic continued to be down by 99 per cent as international borders remain largely shut.
