Play Viaggi
Travel / Tourism
How a tour operator automated the entire traveler communication flow, from bookings to emergency notifications.
+380%
Booking confirmations
-55%
Support calls
+91%
Traveler satisfaction
The Challenge
Play Viaggi, a tour operator specializing in custom travel experiences, managed all traveler communications manually. Booking confirmations required multiple phone calls, travel documents sent via email often ended up in spam, and during trips customers had no direct channel for emergencies or real-time updates.
The Solution
Play Viaggi automated the entire communication cycle with Chat API:
- Booking confirmations: every booking triggers automatic WhatsApp confirmation with trip summary, dates, and amount.
- Travel documents: flight tickets, hotel vouchers, and insurance sent via Email API with WhatsApp backup.
- Itinerary updates: flight changes, hotel swaps, and local tips notified in real-time via WhatsApp.
- Emergency notifications: in case of cancellations or emergencies, travelers are alerted via SMS and WhatsApp simultaneously.
The Results
In the first 5 months, Play Viaggi achieved outstanding results:
Booking confirmations
99% of bookings are confirmed automatically in under 30 seconds.
Customer support
Call center volume decreased by 55% as travelers find everything on WhatsApp.
Documents delivered
100% of travel documents reach clients, eliminating email spam issues.
Customer loyalty
Repeat customer rate increased by 45% thanks to improved communication experience.
"Our travelers have everything at their fingertips on WhatsApp: confirmations, documents, itineraries. Emergencies are handled in real-time and our team can finally focus on creating unique travel experiences."
Stefano Marchetti
CEO, Play Viaggi
WhatsApp API Want to transform the traveler experience?
Automate bookings, documents, and updates with Chat API on WhatsApp, SMS and Email.