Virgin Atlantic sees 11% rise in online check-in at Heathrow
Infobip and Virgin Atlantic have reported that their partnership has resulted in an 11% increase in online check-in rates at London Heathrow, using automated WhatsApp messaging.
Process and efficiency
Under the system, passengers departing from London Heathrow receive a WhatsApp message that includes a direct link to the Virgin Atlantic app or website, encouraging them to check in prior to arriving at the airport. For those travellers who are not reachable via WhatsApp, the system employs SMS as a fallback method, ensuring a broad coverage among passengers.
This automated process is designed to prompt earlier check-in, which contributes to reducing congestion and decreasing wait times at airport check-in desks. Once a passenger completes online check-in, further relevant information, including terminal numbers and zones, is provided via WhatsApp.
Results delivered
Virgin Atlantic has reported that since implementing Infobip's messaging solution, online check-in rates at London Heathrow have increased by 11%. According to the companies, important elements in achieving these results include precise targeting, reminder automation and reliable message delivery.
Simon Langthorne, Head of CRM at Virgin Atlantic, commented: "We're thrilled to see these results from our partnership with Infobip. Empowering our guests with convenient, real-time notifications via WhatsApp not only enhances the customer journey but also streamlines our airport operations. This initiative is part of our broader commitment to using smart, guest-first technology to improve every stage of the travel experience."
The improved check-in process is designed to benefit both passengers and operational teams, providing a more streamlined process that delivers travel information in real-time.
Business partnership
Ante Pamuković, President of International Business at Infobip, added: "This collaboration demonstrates how digital messaging solutions can drive tangible business outcomes and improve customer satisfaction. We're proud to support Virgin Atlantic and look forward to developing additional innovations in the passenger journey together."
Infobip provides the underlying customer engagement platform, Moments, which powers the messaging solution. This platform enables the delivery of timely notifications to passengers, whether via WhatsApp or, as needed, SMS.
Future expansion
Virgin Atlantic plans to roll out its WhatsApp messaging-based check-in solution to other major airports in the UK, including Edinburgh and Manchester, by the end of the year. The objective is to extend the operational benefits and enhance the passenger experience for a wider portion of the airline's customer base.
Adaptability to global markets
Infobip's platform is designed to support multiple communication channels. If WhatsApp is not the preferred method in certain countries or for individual customers, communication can be switched to other services, such as RCS or SMS. This flexibility ensures airlines can reach passengers via their preferred messaging app across different regions.
The results at London Heathrow have demonstrated the impact that targeted digital messaging can make in encouraging earlier online check-in and providing real-time support, as both companies assess the potential to enhance similar processes at other travel hubs.
