WhatsApp chatbots for airports: maximum UX for passengers – without an app

In today’s digital world, messenger chatbots have become an indispensable tool for companies. They perform a variety of tasks, from improving customer service to optimising business processes. Now, they have also found their way into an industry you might not have expected – the airport industry. Messenger chatbots, such as via WhatsApp, offer an innovative solution to tackle complex airport management challenges while improving the passenger travel experience.


This article serves as a source of inspiration and offers airport operators an initial overview of possible areas of application and scenarios. Chatbots can be used, for example, for real-time flight information, handling check-in processes, assisting with baggage enquiries, or as virtual travel assistants. As an expert in messenger communication and chatbots, Memacon GmbH also offers a ready-made messenger chatbot solution. Please contact us using the form at the end of the article.

Flight status updates via WhatsApp

An airport’s WhatsApp chatbot offers travellers real-time updates on the status of their flights. This includes information about arrival and departure times, possible delays or gate changes. Travellers can track their flights directly via WhatsApp and receive automatic notifications in the event of changes. This feature is particularly useful for travellers to efficiently plan their time at the airport and avoid stress.


The chatbot also promotes a better customer experience, enabling travellers to stay proactive and informed. Instead of relying on display boards or announcements, travellers receive personalised information directly on their smartphones. This increases travellers’ satisfaction and trust in the airport service.

Welcome dialogue via WhatsApp chatbot
(sample display)

Customer service via WhatsApp chatbot at airports

Using our WhatsApp chatbots at airports can significantly contribute to meeting or even exceeding customer service requirements and expectations by a wide variety of means.

Accessibility and ease of use:

As no additional app installation is required and many travellers are already familiar with WhatsApp or other messenger services, the chatbot enables easy and direct access to flight information and services. This increases user-friendliness, as passengers can use the familiar WhatsApp interface to obtain information about flight status, gate changes or baggage regulations without having to navigate complex app menus. The WhatsApp chatbot service is, of course, free of charge for passengers.

Increased efficiency in customer service:

WhatsApp chatbots at airports can process many enquiries automatically, significantly reducing the workload on customer service staff. This includes answering frequently asked questions and providing flight information, waiting times and safety instructions.

Improved service quality through personalisation:

A messenger chatbot complements human customer service at airports by enriching service requests with additional information, such as flight numbers or frequent flyer details. This enables the customer service team to respond to travellers’ specific concerns more efficiently and in a more targeted manner without passengers or employees having to start from scratch with every interaction.

Overall, the use of WhatsApp chatbots at airports not only helps increase efficiency but also improves the quality of customer service. Travellers benefit from fast, user-friendly and personalised assistance, while the workload for service staff is minimised.

Data protection and security

When implementing a WhatsApp chatbot at airports, we ensure great importance to data protection and security. Our approach aims to offer solutions that align with the General Data Protection Regulation (GDPR) principles. We rely on professional messenger software designed to comply with the applicable data protection regulations. To guarantee data protection, we ensure that a data processing agreement (DPA) is concluded with all parties involved, including the software providers. We also recommend reviewing and, if necessary, adapting the airport’s privacy policy when introducing the chatbot. In this context, we offer support in the form of general advice and recommendations to assist airports in achieving data protection compliance.

Information on airport facilities

A WhatsApp chatbot at the airport can provide comprehensive information about the airport’s various facilities. Travellers can access details about restaurants, shopping facilities, lounges and other services. The chatbot can provide recommendations based on location, opening hours or special requirements. This makes it easier for travellers to make the most of their waiting time at the airport.

In addition, the chatbot can provide information about special services such as rest areas, showers or children’s play areas. This is particularly useful for long-haul travellers looking for ways to relax or refresh themselves during long airport layovers. The chatbot thus contributes to improving customer satisfaction and travelling comfort.

Information on airport facilities
(sample display)

Security and entry regulations

An airport’s WhatsApp chatbot can provide up-to-date information on security and entry regulations. Travellers can find out about the required documents, restrictions and procedures. This helps to minimise delays and complications at the security checkpoint. In addition, the chatbot can provide the current waiting times at security checkpoints in real-time so that travellers can plan their arrival time at the airport accordingly.

Providing this information via WhatsApp significantly improves the travelling experience. Travellers feel better prepared and informed, which reduces stress and increases travel efficiency. Knowing waiting times in advance allows travellers to make the most of their time at the airport and avoid delays. This contributes to greater satisfaction and a smoother travelling experience.

Waiting time query of the security check at the airport
(sample display)

Baggage information

A WhatsApp chatbot can provide travellers at the airport with important information about baggage regulations. This includes details on weight restrictions, size limits and any additional fees. The chatbot can also provide baggage drop-off and pick-up instructions, which is particularly helpful for first-time or infrequent travellers. This information allows travellers to go through the check-in process faster and more smoothly.

In addition, the chatbot can assist with lost or delayed baggage. Travellers can check the status of their baggage via the chatbot and request assistance if needed. This reduces the need to stand in queues or search for service staff and improves travellers’ overall experience at the airport.

Baggage carousel query at the airport
(sample display)

The future of WhatsApp chatbots at airports

With recent advances in artificial intelligence and natural language processing, airport chatbots are already able to handle complex requests, provide more accurate information about flights and services, and automate a variety of customer service tasks. These capabilities are no longer just theoretical but are being put into practice and are continuously improving efficiency and passenger interaction at airports.

The already described benefits of WhatsApp chatbots at airports illustrate their great potential. They are already playing a crucial role in revolutionising the airport experience and leading the way to a smoother and more efficient travel experience. With the constant development of artificial intelligence, we are only at the beginning of what is possible in this area.

At Memacon GmbH, we already offer solutions that make it possible to connect our pre-built industry templates with various large language models, such as ChatGPT. This means that company documents, such as FAQs, can be uploaded to the chatbot systems to answer frequently asked questions more efficiently and speed up other data-based queries. This further improves passenger interaction and service quality at airports.


Chatbots at airports are more than just a modern addition – they are a powerful tool to help airports improve their service and assist passengers faster and more efficiently. Whether by providing up-to-date flight information, assisting with baggage requests or simplifying the check-in process, WhatsApp chatbots are helping to improve the travel experience and optimise airport operations.

With the ongoing development and implementation of WhatsApp chatbots at airports, we can expect a future where air travel becomes smoother, more efficient and more customer-friendly. By utilising this technology, we can take a big step towards a more stress-free and enjoyable travel experience.

If you would like to learn more about how a WhatsApp chatbot could support your airport operations, please do not hesitate to contact us. We will be happy to discuss the details of our industry solution and help you on your way to a successful deployment.


We would be happy to provide you with further details of our industry solution without obligation.