VIDEO: Facebook Messenger Business on airlines getting chatty

Immediate. Personal. Conversational. Mobile messaging has long been the preferred way for people to connect with friends and family. And now it’s transforming communications between travel businesses and their consumers too.

Messaging is growing, and it’s helping businesses in the travel sector to grow too. As of October 2018, there were 10 billion messages exchanged between people and businesses globally on Messenger by Facebook every month.

There are 40 million global businesses active on Messenger, and Click-to-Messenger ads are one of the fastest-growing ad formats in the Facebook family.

With this context in mind, it's no wonder the aviation sector is using such tools to manage important parts of its communications with passengers.

Facebook calls this a "zero friction future" for airlines to make it as easy as possible for customers to interact with customer service agents and other, automated elements of their services.

But it's not just passenger communications - airlines are also using the tools to manage workforce communications, too.

Speaking at the World Aviation Festival in London, Ali Busacca, product marketing manager in EMEA at Facebook, explains how the process works and where and how airlines can capitalize.

* Check out this report - Conversational commerce and the travel industry: it’s time to say hello - for more analysis.