“Quick question: Can I book my luggage online?”
Schiphol, 1 March 2016
As of today, Transavia is available via WhatsApp in seven languages. Last February, Transavia launched the popular messaging service as a pilot project in the Netherlands and received almost 200,000 WhatsApp messages with questions about services or bookings – in one year. Besides in Dutch, ‘WhatsAppers’ can now contact the airline company in English, French, German, Spanish, Italian and in Portuguese as well. This makes Transavia the first low-cost airline to fully incorporate WhatsApp as a service channel. This step is in line with Transavia’s 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. “We want to make it as easy as possible for everyone to contact Transavia. The figures show that WhatsApp is an indispensable addition to the existing options, such as Facebook and Twitter. Around 50% of all messages that reach us through social media are sent via WhatsApp”, states Rob Abspoel, Social Media Manager at Transavia.
Response within an hour
Customers can send their question through the app and receive an answer in their own language. “We offer a full service and consider questions about luggage, on board service, changing a booking or other questions. We can even sort out payments”, says Abspoel. The company promises to answer within an hour but is aiming for a quicker response time. “Customers usually get an answer within half an hour. We can only send text messages to our customers and not voice messages, as is often done in Italy for example.”
Besides WhatsApp, all the existing service channels like Facebook and the Service Centre are, of course, still available. "We consider WhatsApp first and foremost an effective and easily accessible alternative for customers for contacting Transavia.”
Just like the other social media channels and the Service Centre, WhatsApp is available seven days a week between 8 am and 10 pm.
Transavia, a member of the AIR FRANCE KLM Group, operates scheduled and charter flights to more than 110 destinations, primarily in Europe and Northern Africa. Transavia has nearly 50 years of experience and is the accessible low-cost airline in Europe, leading in hospitality, service and digital services. Transavia offers an attractive basic price for both leisure and business travellers with additional (paid) products and services. Transavia (Netherlands and France) carries 10 million passengers a year and operates with a young and environmentally friendly fleet. In the Netherlands, we fly from Amsterdam, Rotterdam/The Hague, Eindhoven and Groningen and in France from Paris, Nantes and Lyon.