WhatsApp is now widely used in the travel and hospitality industry, primarily for booking confirmations and real-time updates. 

 

While most businesses rely on it for notifications, it can do much more. With the WhatsApp API for Travel & Hospitality, there’s an opportunity to improve guest experiences beyond just information sharing.

 

In this post, we’ll explore how businesses can utilize the full potential of WhatsApp to improve guest engagement and redefine hospitality.

What is WhatsApp Business API for Travel & Hospitality?

The WhatsApp Business API enables travel and hospitality brands to automate, personalise, and streamline guest communication. Unlike the standard WhatsApp Business app, the API integrates with business systems to handle bookings, updates, and support at scale. It improves guest experiences by enabling real-time assistance, quick check-ins, and instant query resolution all within a familiar chat interface.

Why Travel & Hospitality Businesses Need WhatsApp API

If you are in the travel and hospitality industry, you know how important it is to keep guests informed and engaged. WhatsApp API for Travel & Hospitality makes this easier by automating routine tasks like booking confirmations, check-in reminders, and FAQs.

 

You can instantly update guests on flight changes, room availability, or special offers with real-time messaging. Automated responses also reduce manual effort, allowing your team to focus on delivering better service.

Key Features for the Travel & Hospitality Industry

Here are some key features of WhatsApp API in the travel and hospitality industry:

– Booking confirmations: Instantly send confirmation messages for flights, hotels, and activities, ensuring guests have all the details at their fingertips.

– Real-time updates: Notify travelers about flight delays, gate changes, hotel check-in times, or itinerary modifications without hassle.

– Automated assistance: Use chatbots to handle common queries, provide travel tips, and assist guests 24/7.

WhatsApp Business API Use Cases in Travel & Hospitality

Here are some key ways WhatsApp API can improve the travel experience of your guests: 

1. Flight updates

Nearly 44% of airline passengers prefer receiving flight status updates through messaging apps like WhatsApp. WhatsApp API can automate these updates, helping travelers stay informed about delays, gate changes, and cancellations in real time.

2. Hotel check-ins

Just a five-minute wait at check-in can reduce guest satisfaction by 50%. By allowing check-ins through WhatsApp, hotels can reduce wait times and improve the guest experience from the moment they arrive.

3. Itinerary sharing

More than 55% of travel agencies use WhatsApp to confirm bookings, send tickets, and provide trip details. WhatsApp API makes itinerary sharing easier, ensuring travelers have instant access to their plans without searching through emails.

4. Customer support

26% of travelers use messaging apps like WhatsApp to plan their trips, and 90% of consumers expect a response within 10 minutes or less. With WhatsApp API, businesses can meet these expectations by providing real-time assistance.

Integration with Travel Booking Systems

WhatsApp API integrates with CRM systems, Online Travel Agencies (OTAs), and reservation platforms, helping travel and hospitality businesses automate booking confirmations, send real-time updates, and handle modifications.

 

By integrating these systems, businesses can centralise guest communication, provide instant support, and offer a better booking experience all within a platform travelers already use.

Benefits of WhatsApp API in Travel & Hospitality

Here are some benefits of WhatsApp API in the travel and hospitality industry:

1. Instant booking confirmations & itinerary sharing

With WhatsApp API, guests can receive instant booking confirmations and itinerary details, eliminating the need to search through emails. This ensures they have all essential travel information at their fingertips, making the journey smoother.

2. Automated flight, train, and hotel updates

Travel disruptions are common, but WhatsApp API keeps guests informed in real-time. Whether it is flight delays, train rescheduling, or hotel check-in reminders, automated updates provide convenience and reduce uncertainty.

3. Seamless customer support with AI chatbots

AI-powered chatbots handle common queries, from refund policies to baggage information, providing 24/7 support. This reduces the workload on customer service teams while ensuring travelers get instant answers.

4. Real-time travel assistance & emergency support

WhatsApp API helps businesses assist travelers in real time, whether they need help rebooking a flight or reporting a lost passport. Emergency support can be provided instantly, improving safety and reliability.

5. Personalized travel recommendations & upselling

Businesses can send personalized travel recommendations, hotel upgrades, or exclusive deals based on customer preferences. This improves revenue while improving the guest experience with relevant offers.

Case Studies: Success Stories of WhatsApp in the Travel & Hospitality Industry

Implementing WhatsApp API has helped several travel and hospitality companies improve customer engagement. Here are some notable examples: 

1. OYO

OYO, which has 23,000+ hotels and 46,000 vacation homes in 800+ cities across 80+ countries, aimed to reduce call center traffic and improve customer support efficiency.

 

By using WhatsApp API, OYO helped Guest Experience Managers handle multiple queries simultaneously, track agent performance, and resolve issues faster. This led to a significant drop in customer care calls, improved response times, and a smoother guest experience.

2. WTFares

WTFares is a travel booking platform known for its curated holiday packages and a major player in luxury travel. However, it struggled with email response times of 30-40 hours and needed a faster, more efficient way to engage customers.

 

By integrating WhatsApp API, WTFares enabled one agent to manage six chats at once, improving response times, and automating notifications to drive instant inquiries. This led to a 35-40% increase in annual revenue and Rs. 2.5 Crores in monthly sales, making WhatsApp their primary customer communication channel.

3. Zoop

Zoop, an IRCTC-authorized food delivery service, has been a leading player in train food delivery since 2014. However, poor network connectivity on trains made it difficult for passengers to place and track orders.

 

By integrating a custom WhatsApp chatbot “Ziva”, Zoop enabled pre-booking, real-time order tracking, and low-data ordering, eliminating the need for an app or website. This resulted in a 70% reduction in operational challenges related to network issues and a 15% increase in orders, improving convenience for travelers nationwide.

Conclusion

When implemented correctly, WhatsApp API can help travel and hospitality businesses acquire, engage, and retain guests with engaging communication and real-time support.

However, you need the right solution provider, like Interakt, to unlock its full potential. With its robust and scalable WhatsApp API platform, Interakt simplifies operations and improves guest experiences.

What are you waiting for? Get started with Interakt today!