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Chatbots for Better Customer Experience in Air Travel

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What is an airline chatbot?

An airline chatbot is an interactive application designed to deliver immediate responses to customer inquiries. It manages a wide range of tasks, including flight bookings, modifications, check-ins, and tracking, while also offering support for trip planning and personalization.

In recent years, the use of chatbots in the travel sector has surged dramatically. Customers are increasingly opting for convenient messaging platforms instead of the inconvenience of phone calls for travel management. For airlines, this evolution represents more than just a passing trend; it signifies a fundamental change. Travelers, from families to frequent flyers, are seeking a streamlined travel experience.

It is not surprising that innovative airlines have adopted AI technology, incorporating conversational applications into their customer service strategies.

The dual benefits of airline chatbots

Airline chatbots represent a mutually beneficial solution for both airlines and their clientele by enhancing operational efficiency, reducing expenses, and creating new revenue opportunities through upselling. The evolution of airline communication is anchored in conversational AI, which offers significant advantages. Let us explore these benefits in greater detail.

Benefits of airline chatbots for customers:

‍Quick and easy

Say goodbye to tedious email threads and long wait times on the phone. Airline chatbots provide immediate responses via an intuitive interface. It’s no surprise that 69% of consumers favor chatbots for their rapid replies.

Elevated satisfaction

Chatbots enhance customer interactions, making them more pleasant and less aggravating. Messaging support achieves the highest satisfaction ratings at 73%, outpacing email at 61% and phone support at 44%. Factors such as multitasking capabilities, access to more comprehensive information, and the general dislike for waiting on phone calls contribute to this preference.

Chatbot benefits for airlines:‍

Time-saving and scalable

Chatbots enable airlines to connect with a larger customer base more swiftly, facilitating scalable customer service solutions. Processes that previously took hours of phone communication can now be automated, enhancing the capacity and efficiency of the customer service team.

SLAs and cost reduction

Chatbots greatly decrease response and resolution times, enhancing Service Level Agreements (SLAs) from several hours to just a few minutes. The diminished reliance on human agents results in reduced operational expenses, allowing airlines to save money while increasing overall efficiency.

Airline chatbot use cases

With the numerous advantages that chatbots offer to airlines now evident, it is essential to explore the full range of capabilities these applications possess—believe us, they exceed expectations!

Search and book flights

The primary and most apparent role of an airline chatbot is to enhance and streamline the flight search and booking experience. By allowing customers to input their travel preferences in a chat interface, chatbots can efficiently locate and secure the perfect flight. The entire process, including reservations and payments, is handled within the chat, ensuring a seamless and rapid experience.

Chatbot check-in

From 2018 to 2024, the percentage of passengers checking in at airport counters dramatically decreased from 49% to merely 27%, and this trend is ongoing. Chatbots enable online check-ins, which not only saves passengers valuable time but also reduces labor costs at airports and minimizes printing expenses for airlines.

Flight tracking and updates

What is the next most aggravating experience for a traveler awaiting their flight? The incessant need to verify whether it is on schedule, delayed, or canceled. Even more frustrating is the possibility of not checking at all and missing the flight entirely.

Monitoring flight status becomes effortless with the use of chatbots. These tools provide automated notifications regarding flight updates and changes directly to passengers' mobile devices. With chatbots boasting an open rate exceeding 90%, in contrast to a mere 22% for emails, they play a crucial role in alleviating travel-related anxiety.

Upselling personalized offers

Chatbots are highly effective in upselling and marketing supplementary products and services. Leveraging artificial intelligence, they can present tailored offers that align with the traveler's profile, including options for seat selection, family-friendly in-flight meals, or access to business lounges for corporate clients. This not only enhances revenue but also fosters customer loyalty.

Baggage claims and refunds

The issue of lost luggage can cause significant anxiety for travelers. Chatbots simplify the baggage claim process by delivering real-time updates on the status of luggage and aiding in the completion of claim forms. They also manage refund requests promptly, reducing the need for lengthy wait times.

Real-world examples of airline chatbots

Numerous airlines are currently benefiting from the advantages of AI chatbots, such as:

- Volaris
- Volotea
- Gol airlines
- British Airways
- Singapore Airlines
- Aeromexico
- Avianca
- EasyJet
- Wizzair

The above airlines are a great example of using AI chatbots. It uses graphical elements and AI to provide interactive, fast and efficient customer service.

Ready for take-off

Chatbots are transforming customer service for airlines and their passengers. To enhance your airline’s customer experience, schedule a demo today to see how Marchcroft can help improve your customers’ journeys. The future of travel is here—make sure you stay ahead.

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