Global communications platform Infobip has partnered with Virgin Atlantic to enhance online check-in rates for passengers departing from London Heathrow, leveraging an innovative WhatsApp messaging solution powered by Infobip’s Moments platform. This initiative has driven an 11% increase in online check-ins, improving passenger experience and operational efficiency.
Infobip and Virgin Atlantic increase online check-in rates by 11% at London Heathrow.
WhatsApp messaging solution provides direct links to Virgin Atlantic’s app or website.
System switches to SMS for non-WhatsApp users, ensuring maximum reach.
Features include targeted messaging, automated reminders, and terminal information.
Plans to expand to Edinburgh and Manchester airports later in 2025.
Infobip’s platform supports multichannel communication for global adaptability.
The partnership utilizes Infobip’s customer engagement platform, Moments, to deliver a seamless check-in experience. Passengers receive a WhatsApp message with a direct link to Virgin Atlantic’s app or website, encouraging online check-in before arriving at the airport. For those unreachable via WhatsApp, the system automatically switches to SMS, ensuring broad coverage. Post-check-in, passengers receive details like terminal number and zone via WhatsApp, reducing airport congestion and wait times.
Since implementing the solution, Virgin Atlantic has reported an 11% increase in online check-in rates at London Heathrow. “We’re thrilled to see these results from our partnership with Infobip,” said Simon Langthorne, Head of CRM at Virgin Atlantic. “Empowering our guests with convenient, real-time notifications via WhatsApp not only enhances the customer journey but also streamlines our airport operations.” The airline plans to roll out this solution to other UK airports, including Edinburgh and Manchester, later in 2025.
Infobip’s platform supports multichannel capabilities, allowing adaptation to regions where RCS or SMS is preferred. “This collaboration demonstrates how digital messaging solutions can drive tangible business outcomes and improve customer satisfaction,” said Ante Pamuković, President of International Business at Infobip. This flexibility ensures airlines can reach passengers on their preferred platforms globally.
Virgin Atlantic is a leading British airline committed to delivering innovative services and unparalleled travel experiences from its London Heathrow hub to destinations around the globe.
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication, and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty.
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