Etihad launches live online advice for customer travel requirements supporting “automation of the travel experience”


Etihad Airways is enhancing the customer experience with the launch of an online chat feature designed to provide the latest accurate information on the documents passengers need before they travel.

Etihad Airways has launched an online chat feature designed to ensure customers have the latest accurate information on the documents they need before they travel. The system can be accessed through the online chat feature on the airline’s website, found in the ‘Get In Touch’ section of the ‘Help’ page. Simply choose ‘Travel Guidelines and Transit Information’ in the chat’s menu option. This guides customers through a series of questions and then lists the visa, ticket and travel documents they need, along with any other requirements.

“We know how important it is for our guests to feel assured that they have the right documents for their journey ahead of travel,” said John Wright, Chief Operations and Guest Officer, Etihad. “This online feature is fed automatically by the very latest information supplied by IATA’s Timatic solution, which is the world-leader in providing real-time information on travel document requirements for international air travel, relied on by the travel industry and government authorities worldwide.”

Introduction of the automated feature relieves the need for travellers to invest valuable time scouring the internet or contacting customer service centres to confirm their travel documentation requirements.

“Helping guests prepare for their journey is a key element for a smooth travel experience and regulatory compliance,” said Frederic Leger, Senior Vice President Products and Services, IATA. “Etihad’s initiative to provide visa information via chatbot opens a further channel for passengers to check their travel requirements and supports the automation of the travel experience. IATA is proud to enable and assist this great initiative through its new Timatic AutoCheck.”

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