Chatbots are a potential route to billions of consumers but travel brands are failing to fully take advantage of their possibilities, according to a recent report from EyeforTravel and Travelaer titled "Are Bots Worth the Bother?"
The report investigated how many travel brands have used Facebook Messenger to deliver customer service, and how many bookings were secured. The might of Facebook, which has seen its share price rise by 30 percent in the last six months, has not been missed. Today 93 percent of airlines have a Facebook page and 81 percent a Messenger link. But it seems that many don’t want to talk about it. Of the 206 airlines contacted, only 38 percent responded to messages and a third of those took at least a week to reply.
Of the airlines that did respond via Facebook, most used generic messages pointing to their website or reservation team, but did not necessarily include links or numbers.