Transavia has implemented WhatsApp as a new service channel. Transavia customers can use this popular messaging app to ask questions about their bookings. This step is in line with Transavia’s new strategy, aimed at staying at the forefront with digital services, hospitality and service.
WhatsApp grew overnight to become one of the most popular digital communication tools. Our country now boasts more than 9 million users of all ages. “We want to make it as easy as possible for everyone to contact Transavia. We consider WhatsApp a great addition to all the existing contact channels like Facebook and Twitter,” says Roy Scheerder, Commercial Director of Transavia.
Response within an hour
Customers who have booked a trip and then have a question about their booking can send it by app. “This could be questions about hand and hold luggage, online check-in or other services. Transavia always responds within an hour. This is the social media promise we make,” adds Scheerder. The company is also trying to lower that response time. On Facebook and Twitter, the average response time has been less than twenty minutes in recent weeks. “These existing service channels will remain available, as of course will the Call Centre. We consider WhatsApp first and foremost an effective and easily accessible alternative for customers for contacting Transavia.”
The next few months will show whether this form of extra service is a success. The airline will then decide whether or not to further expand the possibilities. Like WebCare and the Call Centre, WhatsApp is accessible seven days a week between 8 am and 10 pm (Dutch time). Transavia is working closely together with Informaxion to offer this new digital service.
Digital services are one of the focal areas of the new Transavia, which aims to become the most affordable and accessible airline in Europe. That is why the company presented a new brand identity and ambitious goals for the future last week. In addition to optimising its digital services, Transavia is also investing further in hospitality and service.
About Transavia - Transavia, a member of the AIR FRANCE KLM Group, operates scheduled and charter flights to more than 100 destinations, primarily within Europe and the most important winter sports areas. The airline flies from the Netherlands from the main international airport Amsterdam Airport Schiphol and regional airports Rotterdam-The Hague Airport, Eindhoven Airport and Groningen Airport Eelde. Transavia operates from Paris, Nantes, Lyon, Straatsburg and Lille with Transavia France.