American Express Global Business Travel (GBT) has begun using WhatsApp to serve travelers. By adding the popular channel to its chat capabilities, according to an announcement, GBT is giving travelers and travel managers more choice in the way they communicate with travel counselors. This will help speed up on-the-go service and provide better duty of care, said the announcement, by letting travelers choose the most convenient way to reach out from their phone when they need assistance. With 2 billion monthly active users across 180 countries, WhatsApp is the most popular messaging platform in the world. By expanding its existing live chat assistance to WhatsApp, said the announcement, GBT is continuing to build on its strategy to serve travelers on their favorite messaging platforms. Felicia Schneiderhan, head of GBT’s chat adoption strategy, said the channel shift to chat is even more profound than when people switched from the telephone and fax machine to email in the 1990s. Messaging, she said, is becoming the dominant communication channel in people’s private and professional lives. She added: “We want to meet our travelers where they are and where it is most convenient for them.”

Image: American Express Global Business Travel