Air France has launched a new Whatsapp customer service channel, with the aim of providing “a more direct relationship with its customers”.
The service is available 24/7, with instant answers to common questions given by the Louis chatbot, and contact with an Air France representative for “more specific answers”.
It has launched in 22 countries and is available in four languages – French, English, Italian and Brazilian/Portuguese.
If customers opt in, they can also receive notifications “at each key moment of the journey”, including when boarding passes are issued, changes to flight schedules, last call before plane doors close, and baggage delivery belt on arrival.
Those opting in will also receive “personalized promotions”, for example inviting them to select more spacious seats or purchase access to an Air France lounge at the airport.
The Air France Whatsapp channel joins the airline’s existing Facebook Messenger option, and Air France-KLM customer service director said that the new service “is now Air France’s number two digital contact point”.
Meanwhile Nicolas Farin, head of client sales EMEA, business messaging at Meta (owner of Whatsapp), said:
“We are proud to connect Air France with both new and existing customers through one of their most used communication channels. 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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