Lufthansa, Swiss and Austrian Airlines customer
service is now available via Messenger App. 

Lufthansa Group passengers often have similar
questions: Is my flight on time? What gate does my plane leave
from? How heavy can my hand luggage be? In order to be able to
answer these and many other questions quickly, passengers now have
access to a digital assistant.

The Chatbots – Elisa (Lufthansa), Nelly
(Swiss) and Maria (Austrian Airlines), based on the names of the
first female flight attendants of each of the three airlines – are
available to customers around the clock, every day.


To start the dialogue with one of the digital
helpers, the customer needs Facebook Messenger. If this is already
present on the smartphone, it is sufficient to enter lh.com/bot,
Swiss.com/bot or austrian.com/bot in the browser. The Facebook
Messenger can also be used without a Facebook profile by using your
own mobile phone number.

The flight status can be queried as well as
information about delayed or cancelled flights. If a flight is
cancelled or the customer misses the connecting flight, the
passenger can use the chatbots to make their own rebookings.
Either the passsenger is shown a rebooking that has already been made
automatically, or selects a new flight to the destination from the
alternatives offered.

The chatbots can be used by all Lufthansa, Swiss
and Austrian Airlines customers. If the digital assistants do not
know what to do, the chat can be forwarded directly to a service
center employee. The dialog language is English.

 In the future,
the chatbots will also be able to provide specific answers on free baggage
allowances, the whereabouts of baggage or push notifications in
the event of delays, cancellations or gate changes.

The chatbots are
constantly being developed and are expected to be made available on
other channels such as airline apps, airline websites or other
messenger services such as Whatsapp in the future.

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