Spirit Airlines, the fastest growing budget airline in the United States, is planning to roll out booking services via text message. Starting next month, customers looking for flights on Spirit Airlines in the U.S., the Caribbean and Latin America can make WhatsApp bookings. Travelers can buy flights and change reservations through text messaging platform WhatsApp with almost as much ease and informality as organizing happy hour drinks.
Fast Facts for Spirit WhatsApp Bookings
- Spirit Airlines will start WhatsApp bookings and change flights in September.
- WhatsApp service is rare among large carriers, but many have explored it.
- Guest Service will be available in both English and Spanish.
Travelers will first interact with a chatbot that will provide basic information about the request. Then a Spirit agent takes over. From there, the guest follows a link to finish the booking, outside of WhatsApp. Apart from bookings, guests can modify their travel plans and ask questions with immediate access to a live customer service agent if required. It includes seeking travel update information and adding checked baggage to a reservation. As WhatsApp is incredibly popular in the United States, Caribbean and Latin America, the new messaging solution will open a direct line of communication between Spirit’s Guest Relations and Reservations teams and the millions of Spirit Guests who already use WhatsApp every day.
Spirit’s new partnership with LivePerson
Spirit has partnered with LivePerson, a global leader in conversational commerce solutions. The launch of WhatsApp bookings comes as a direct result of Spirit’s new partnership. Beyond WhatsApp, the partnership also makes it possible for Spirit Guests who call to get immediate support by opting to begin a WhatsApp conversation with the airline representatives instead. Guests can chat with a live representative at any time to address questions, comments and situations that are best suited for a live specialist. In addition to new WhatsApp support, Spirit continues to serve its Guests via its social media channels, on Twitter and Facebook.
While the messaging app makes it easy for customers to reach the airline when they need support, it’s not clear how rapid the response will be when a customer tries to reach out to the airline via the new WhatsApp solution. However, not requiring to dial in and entering into hold until a live person picks up the phone, is certainly a tremendous upgrade over today’s common customer service lines.