September 03, 2025
Virgin Atlantic Taps Infobip to Deliver Frictionless Passenger Journeys
Virgin Atlantic has partnered with Infobip to enhance the check-in process for passengers travelling from London Heathrow, making it smoother and more efficient. Using Infobip’s Moments engagement platform, the airline is driving up online check-in rates while easing pressure on airport desks.
Ahead of their flight, passengers receive a personalised WhatsApp notification with a direct link to Virgin Atlantic’s app or website to complete their check-in. If the traveller cannot be reached via WhatsApp, the system automatically switches to SMS, ensuring no one misses out. Once the check-in is complete, customers also receive helpful follow-up details, such as terminal and zone information, right in their WhatsApp chat.
“This partnership shows how digital messaging can deliver real business impact while creating a better experience for travellers. We’re excited to continue working with Virgin Atlantic on more innovations across the passenger journey,” said Ante Pamuković, Infobip’s President of International Business.
The initiative’s primary aim is to encourage passengers to complete check-in before arriving at the airport, helping reduce queues and wait times. The results have been clear: since adopting this solution, Virgin Atlantic has seen an 11% uplift in online check-ins. The platform’s targeted reminders, automated workflows, and reliable message delivery have all contributed to this success.
“We’re delighted with the results of our collaboration with Infobip. By offering real-time notifications on a channel our customers already use daily, we’re making their journey smoother while also enhancing efficiency at the airport. This is just one of the many ways we’re investing in smart technology to put our guests first,” said Simon Langthorne, Head of CRM at Virgin Atlantic.
Following the success at Heathrow, Virgin Atlantic plans to expand the service to other major UK airports, including Manchester and Edinburgh, later this year. And while WhatsApp is the primary channel in the UK, Infobip’s multichannel capabilities mean the solution can easily be adapted for markets where RCS, SMS, or other messaging apps are more widely used.
