In 2024, WhatsApp reached 2.78 billion users and is predicted to hit 3.14 billion by 2025. Taking steps to establish a convenient and efficient touchpoint with customers, SEA Milan Airports recently became the first airport in Italy to integrate their customer care directly onto WhatsApp.

Customers will be able to use this service to track flights, interact with the airport’s chatbot with an automatic response system, and directly contact the customer care team for any requests, “from information on airport services to eCommerce issues, from food & shops at the airport to questions related to the Milano Malpensa Boutique, receiving quick and personalised answers.”

With mobile phones becoming an increasingly competent travel tool for passengers, the decision to support customer care via WhatsApp strategically enhances the travel experience. The new service creates a fast, direct, and convenient touchpoint between passenger and airport, creating a more efficient communication system.

In an era where travellers demand quick and effortless access to information, the new system underscores SEA Milan Airports’ commitment to meeting passengers’ evolving expectations.

The service is easy to use and is available in both Italian and English.

 

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