Discount air carrier Spirit Airlines announced on Aug. 26 that you will soon be able to book its flights via the popular messaging app WhatsApp.
As of Sept. 1, customers will be able to use a chatbot to initially set up their desired flights and then be connected with a Spirit guest services agent to finalize their reservations.
Spirit customers will also be able to get baggage help, check flight information, ask general questions and inquire about special needs via WhatsApp. The service will be available in English and Spanish.
“We launched this service to better connect with our guests, both domestically and abroad, as many have told us that they would rather communicate on a familiar and convenient service like WhatsApp,” said Bobby Schroeter, vice president of sales and marketing at Spirit Airlines, in a press release. “From travel updates to adding a bag to your reservation, this new messaging service allows guests to communicate with us in English and Spanish and to opt in to WhatsApp messaging. It is all part of our goal to elevate and improve our guest experience.”
Customers can also choose to message with a customer service agent to get help more quickly if they first call into Spirit.
Spirit’s messaging capability for customer service is not a widespread airline practice yet, though airlines are trying to make use of social media and new technology to better reach and serve customers.
Delta Air Lines, for example, has been trying out customer service texting for Apple devices. Alaska Airlines rolled out a similar service last year. Currently, many airlines use texts for flight notifications and other kinds of one-way messaging, but some are looking for more interactive options. Spirit Airlines is a low-cost airline that charges à la carte for items such as seat assignments, baggage and food in order to keep its base ticket price low.
In other good news for its customers, the airline announced it will have more comfortable seating and full-size tray tables in the seats on its new Airbus planes. That and the new WhatsApp booking option are part of the airline’s campaign to improve its customer service reputation.
Would you book a flight via text message?