Travel NewsTravel

Air France has introduced a WhatsApp chat feature to improve customer service

Air France has made a direct WhatsApp communication channel available every day of the week in 22 countries

Woman with smartphoneWoman with smartphone. Photo by Yura Fresh

Air France is trying to enhance its customer service by providing a new way to communicate through WhatsApp. Air France passengers can now use WhatsApp to ask questions and receive important flight information notifications.

Air France has made a direct WhatsApp communication channel available every day of the week in 22 countries. The service supports French, English, Italian, and Portuguese languages.

As the world becomes more digital, companies are changing the way they interact with customers and Air France is following suit. Traditional customer service phone numbers are becoming less relevant, with some airlines such as Frontier Airlines discontinuing their customer service phone line last year.

How to get in touch with Air France via WhatsApp

Air France’s new WhatsApp channel provides customer support before, during, and after flights. It offers instant answers from its chatbot, “Louis” and more detailed answers from a human representative for more complex queries. Passengers can opt-in to receive notifications about information such as boarding passes, departure times, boarding gates, last calls, baggage delivery, and more. Additionally, they can inquire about seat upgrades or access Air France’s airport lounges.

To reach Air France through WhatsApp, log in to your account and message the company through this channel.

Air France has reported that the new WhatsApp service has been well-received by passengers and has quickly become the second most popular digital communication method used by its customers.

Stéphanie Charlaix-Meyer, Customer Service Director at Air France-KLM, said:

“We are delighted to see that this new channel has been an immediate success: it is now Air France’s number two digital contact point. Its popularity confirms the proximity strategy adopted by Air France in terms of customer service, a strategy that we will continue to deploy in other markets.”

WhatsApp is a widely recognized instant messaging platform, with over 2 billion users across 180 countries. Owned by Facebook, it provides users with a free and secure way to message, call, and share media with friends and family globally.

“We are proud to connect Air France with both new and existing customers through one of their most used communication channels. We hope this partnership will continue to improve customer journeys on WhatsApp, offering better, faster, and more personalized experiences at their fingertips.” – said Nicolas Farin, Head of Client Sales EMEA, Business Messaging at Meta.

Air France is the flag carrier airline of France and a member of the SkyTeam global airline alliance. It operates flights to destinations worldwide, including a significant number of destinations across Europe, Asia, Africa, North America, and South America. The company was established in 1933 and is headquartered in Tremblay-en-France. Air France is known for providing a high level of customer service and comfort on its flights.

Compare flights to Paris, France


Euro Directions
the authorEuro Directions
Columnist and content editor
The staff of columnists and content editors of European travel magazine.

Leave a Reply