WhatsApp Meal Booking System — Meal Booking via WhatsApp Bot
See how Pentafox improved airline operational communication without modifying core DCS systems.
Background & Story
Many airline passengers forget to book meals at the time of ticket purchase. Once the booking is completed, adding a meal often requires visiting a website or contacting customer support, which can be inconvenient and time-consuming. The WhatsApp Meal Booking System was introduced to simplify post-booking meal selection. The system allows airlines to send automated WhatsApp messages to passengers before departure, enabling them to book meals directly through a familiar and widely used platform. Passengers can either interact with a WhatsApp bot for guided booking or use a simple web link, making the process fast, intuitive, and accessible.
Technology Stack
Mission
Enable convenient meal booking through WhatsApp
Eliminate the need for app downloads or customer support interactions
Ensure a smooth, reliable, and user-friendly booking experience
Goals
Allow passengers to book meals after ticket purchase
Use WhatsApp as the primary communication and booking channel
Provide flexible booking options through bot chat or a simple web link
Reduce dependency on customer support teams
Enable secure and quick payment processing
Enhance the overall passenger experience
Challenges
Passengers may delay or ignore WhatsApp notifications
Occasional WhatsApp message delivery failures
Payment success with potential booking confirmation issues
Ensuring the booking flow remains simple and easy to understand
Providing support teams with clear visibility into all bookings
Solution & Strategy
The WhatsApp Meal Booking System introduced an automated and passenger-friendly booking approach
Automated WhatsApp messages sent before flight departure
Guided meal selection through a WhatsApp bot with step-by-step interaction
Quick and easy browser-based booking via a direct web link
Reminder messages sent when passengers choose to book later
Automatic retries for failed WhatsApp message deliveries
Instant confirmation of booking and payment
Alerts to support teams in case of post-payment issues
Collaboration
The system was designed in collaboration with airline business teams, customer support staff, and developers. Insights into real passenger behavior influenced message timing, reminder strategies, and booking flow design. Continuous feedback ensured the platform remained simple, reliable, and passenger-focused.
Impact & Results
Easy and convenient meal booking through WhatsApp
Increased flexibility with two booking options
Higher add-on meal sales
Reduced customer support workload
Secure and seamless payment experience
Clear and centralized visibility of meal bookings for admin teams
Conclusion
The WhatsApp Meal Booking System successfully simplified post-ticket meal booking by leveraging a familiar messaging platform. By combining automation, flexible booking options, and secure payments, the system improved passenger convenience, increased ancillary revenue, and reduced operational overhead—demonstrating the effectiveness of conversational commerce in airline operations.
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