Discover Airlines expands customer service: now also available via WhatsApp

• Fast processing times and high acceptance right after launch
• WhatsApp as a new service channel upon customer request
• Secure payments via link directly in WhatsApp chat possible

Discover Airlines is now offering its guests a particularly convenient way to get in touch: customer service is now also available via WhatsApp. The leisure airline is thus supplementing its existing channels with a further, state-of-the-art communication channel.

For several weeks now, customers are able to use the popular messenger service to quickly and easily communicate their concerns - from flight schedule questions and check-in information to baggage regulations. The service is available Monday to Friday from 8 AM to 10 PM. The average processing time is currently around 30 minutes - up to a maximum of 24 hours in busy periods.

The channel was introduced at the request of many guests, as revealed by a Discover Airlines customer survey.

"The channel is a perfect fit for us as a leisure airline: uncomplicated, direct and close to the needs of our guests. Especially before their trip, many travelers still have practical or personal questions - for example about choosing a seat, eating on board or baggage rules. With WhatsApp, we offer them an easy way to get information and prepare for their trip in a relaxed manner. The high level of acceptance shows that we are on the right track with this step," says Maximilian Meintgens, Director Customer Experience and Marketing at Discover Airlines.

Guests can also use the WhatsApp chat to make secure payments via a link - for example for seat reservations or additional baggage. A QR code is used to access the chat with customer service.

The new service channel has been very well received since its launch. However, Discover Airlines still recommends contacting them by telephone for time-critical issues - the average waiting time here is just a few seconds.

Digital solutions for more efficiency and customer satisfaction

In order to further reduce processing times on WhatsApp, Discover Airlines is planning to use an AI-based solution for recurring inquiries in the future. Personal requests will continue to be handled individually by service employees.

Since 2023, the airline has also been using the legal tech tool justclaims.eu to process compensation requests efficiently and in a customer-friendly manner - a further step towards improving customer service, even in more complex cases.