On-demand information delivery to passengers

Purpose

1 Deliver precise, timely information to airline passengers (flight status, gate changes, delays, baggage updates, policy reminders, boarding announcements, emergency alerts) via digital channels.

2 Automate queries and push notifications across SMS, email, chat, or app, reducing manual workload, increasing service reliability, and enhancing passenger satisfaction.

3 Enable passengers to request info on-demand (by keyword or button), integrate multiple data sources (flight ops, airport systems, weather feeds), and ensure personalized, secure communication.

Trigger Conditions

1 Passenger requests (keyword SMS, chat command, app tap, call IVR).

2 Flight event updates (delay, gate assignment, boarding start, rescheduling).

3 Scheduled reminders (check-in window, baggage drop cutoff).

4 System alerts (weather disruptions, security incidents).

5 Customer profile triggers (VIP, special assistance, unaccompanied minor).

Platform Variants

1 Twilio SMS

• Function: Send/receive SMS.
  
• API: Messages API — POST to /Messages with passenger number, message body.
  

2 SendGrid Email

• Function: Send transactional email alerts.
  
• API: Send Email — v3/mail/send with dynamic template and passenger address.
  

3 WhatsApp Business API

• Function: WhatsApp info messages/conversational bots.
  
• API: /messages endpoint; configure template message for flight updates.
  

4 Facebook Messenger

• Function: Messenger chatbot for on-demand info.
  
• API: /me/messages; set up 'quick replies' for flight status, bag claim.
  

5 Slack

• Function: Channel alerts for premium/corporate travelers.
  
• API: chat.postMessage; specify channel/user, message blocks.
  

6 Microsoft Teams

• Function: Alert corporate clients/large groups.
  
• API: Create chatMessage in Teams channel; use adaptive cards for interactivity.
  

7 Amazon Pinpoint

• Function: Multi-channel (SMS, push, email) passenger notifications.
  
• API: SendMessages; define segment, template, channel.
  

8 Apple Push Notification Service (APNS)

• Function: Push updates to iOS airline app.
  
• API: /3/device/{device-token}; payload with flight/gate info.
  

9 Firebase Cloud Messaging (FCM)

• Function: Push notifications to Android/Chrome users.
  
• API: /fcm/send; specify device topic, data/body.
  

10 Intercom

• Function: In-app messages/chat for logged-in passengers.
  
• API: Conversations API, create conversation, assign user.
  

11 Zendesk

• Function: Automated ticket reply/info portal.
  
• API: Tickets API — create/update ticket with automatic status response.
  

12 Salesforce Service Cloud

• Function: Case triggers to email/SMS info.
  
• Function: Omnichannel API; auto-send messages on case updates/events.
  

13 Freshdesk

• Function: Immediate ticket status auto-replies.
  
• API: Tickets API; set up webhook trigger to notify passenger.
  

14 Google Chat

• Function: Corporate client/group alerts.
  
• API: spaces.messages.create; define message, space.
  

15 LINE Messaging API

• Function: Major Asian market passenger notifications.
  
• API: /v2/bot/message/push; recipient, message object (text, template, image).
  

16 Telegram Bot API

• Function: Interactive flight info bots.
  
• API: sendMessage; chat_id, parse_mode, message content.
  

17 Plivo

• Function: Global SMS to passengers.
  
• API: Message/send; source, destination, text.
  

18 Vonage (Nexmo)

• Function: SMS/voice notification delivery.
  
• API: /v1/messages; type, to, from, content.
  

19 Airship

• Function: App notifications for offers/disruptions.
  
• API: /api/push; audience, notification object, device_types.
  

20 Mailgun

• Function: Transactional and triggered email alerts.
  
• API: /v3/messages; to, subject, template-data.
  

21 Azure Communication Services

• Function: Omni-channel (SMS, chat, calls) for large airlines.
  
• API: /sms; send SMS, monitor delivery, receive responses.
  

22 HubSpot

• Function: Triggered marketing/customer notification emails.
  
• API: Email API; send or schedule based on list segment.
  

Benefits

1 Reduces manual workload for staff, focusing them on exceptions.

2 Increases passenger satisfaction via timely, relevant updates.

3 Enables scale—millions of messages with personalization.

4 Multichannel flexibility reaches travelers on their preferred apps.

5 Rapid response to disruption, transparency boosts brand trust.

6 Lower error rates, higher compliance with regulations on notifications.

7 Cost reduction through self-service and automation.