Keflavík Airport has introduced AirChat’s AI-powered WhatsApp solution to deliver hyper-personalised passenger communications and drive non-aeronautical revenue. Complementing its existing Messenger service, the new channel uses real-time flight data and passenger context to tailor every interaction, from operational updates to targeted commercial offers, across multiple messaging platforms.
Flight-Aware List Pickers for Smarter Conversations
AirChat uses live flight data to dynamically adapt WhatsApp list pickers based on each passenger’s journey. Departing, arriving, and connecting passengers are presented with different menu options, ensuring they receive only the most relevant information at that moment—such as security guidance, gate updates, baggage reclaim details, or onward transport.
This contextual approach reduces unnecessary interactions and helps passengers resolve queries faster.
Adaptive Flight Notification Cards
As part of the rollout, Keflavík Airport redesigned its WhatsApp flight notification cards to be more visual and action-oriented. The airport now delivers three different card designs, automatically selected based on passenger and flight context.
Whether the passenger needs a simple status update, disruption-related information, or departure readiness guidance, the system ensures the most appropriate card is delivered at the right time.
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Persona-Based Commercial Offers Driving Non-Aeronautical Revenue
Following the strong adoption of the service, Keflavík Airport is extending the platform to support persona-based commercial offers. By combining passenger profile data with real-time flight context, AirChat enables the airport to tailor retail, food & beverage, and service promotions to each passenger.
This ensures communications are:
Highly relevant to the recipient
Timely within the passenger journey
Aligned with dwell time and intent
By tailoring offers to passenger personas, Keflavík Airport can increase engagement and conversion while driving incremental non-aeronautical revenue—without compromising the passenger experience.Built on AWS for Scale and Reliability
The WhatsApp service is powered by AirChat’s cloud-native platform built on AWS, using services such as Amazon RDS and Amazon ECS to ensure scalability, resilience, and consistent performance during peak travel periods.
Raising the Standard for Airport Messaging
With the introduction of WhatsApp alongside its existing Messenger service, Keflavík Airport continues to set a new standard for airport communications—combining operational updates, personalised service, and targeted commercial engagement across multiple messaging channels.
